My parcel has not arrived

Tell us within 7 days of the delivery date and we will open a trace with the courier. The sooner we hear, the more the courier can tell us.

Before you contact us — two quick checks

1. Check the tracking detail, not just the status. It usually names where the parcel was left or who signed for it.
2. Check with the people around you — household members, a neighbour, the building concierge or management office. Because our packaging is unmarked, a parcel that has been taken in for you does not look like it came from us.

What we need from you

• Your order number
• The delivery address exactly as you entered it
• Whether anyone was home at the delivery time

What happens next

We raise a trace with the courier. Most traces close within 3 to 5 working days. If the parcel is confirmed lost in transit, we resend your order at our cost. You are not asked to pay twice for a courier failure.

Where we cannot help

We do not authorise couriers to leave parcels unattended. If you have left a standing delivery instruction with the courier — leave at the door, with a neighbour, in a riser — the parcel is released under that instruction and it is outside our control. For an adult-products order we would suggest not using one.

An address entered incorrectly at checkout is also outside a courier trace. If you spot a mistake, message us straight away: before dispatch we can usually correct it.