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Call Centre

Where is my order?

If your order has been despatched, you will have received a despatch email from us, containing an estimated time of delivery and your tracking number. If you haven’t received a despatch email, please see below*

UK orders - To track your order, use your tracking number from your despatch email and visit the Royal Mail tracking website here

If you have provided your phone number at time of purchase, Royal Mail will send you delivery status updates via text.

INTERNATIONAL orders - to track your order, using your tracking number provided visit the DHL international tracking website here. Occasionally orders can be held at customs, please contact your local customs sorting office in this scenario.

If the tracking says that your order has been delivered but you don't have it, please make sure to check around your property, in safe places and with neighbours. If you cannot find your item, please follow the steps below. The courier has more than likely taken your order back to your local sorting office and are waiting for a redelivery to be rearranged. To organise a redelivery via UK Royal Mail click here. Use your tracking number as the reference number. If you do not have your tracking number then select 'No' to the question 'Do you have a reference number' then follow the steps to book a redelivery that is convenient for you. Or if you have the Royal Mail app you can use it to book a redelivery.

You can find the following estimated time-scales for delivery by visiting our UK or international delivery information pages.

If your order contains 1 or more pre-order item(s) as well as an in-stock item(s), your order will not be dispatched until ALL the products within the order are in stock. You can read more about the pre-order policy here.

* During our busy season despatch delays can occur. Please know that we are working very hard to despatch your order as fast as possible. You can view our current despatch times here. We can only despatch orders when Royal Mail or DHL can collect them from our warehouse (Monday - Friday). Please note that intervening holidays such as Good Friday, Easter Monday, Christmas Day, Boxing Day, New Year’s Day and all other bank holidays may affect delivery. Adverse weather conditions may also impact on delivery times.