Track your order
Where it's got to
Your tracking link, what the carrier's statuses actually mean, and what to do when one of them is lying to you.
Your tracking link
It goes out by email the moment the parcel leaves us, in a message headed with your order number. That link is the live one — it updates as the carrier scans the parcel, so it's worth keeping rather than checking once.
If the dispatch email hasn't turned up, check spam first. It's the single most common reason a parcel looks like it hasn't shipped.
Open the dispatch email
Subject line has your order number in it. Search your inbox for the number rather than scrolling — it's faster and it finds the spam copy too.
Follow the tracking link
It opens the carrier's own page for your parcel, not ours. What it says there is what we can see as well — we have no better view of it than you do.
Or look it up in your account
Every order you've placed while signed in is listed there, with its status and tracking. Guest orders aren't — for those, the email is the only route.
What the statuses actually mean
Carrier language is vague in a way that isn't accidental. Roughly, this is what each one means in practice.
- Label created
- We've packed it and told the carrier it's coming. They haven't picked it up yet.Normal for a few hours, and longer over a weekend.
- In transit
- It's moving. Scans can be hours or a full day apart, and a gap isn't a problem on its own.
- Out for delivery
- It's on a van today.
- Delivered
- The carrier says it's with you. Sometimes it's with a neighbour, a porch, or a locker instead.See below — this is the one worth a few minutes before you write.
- Exception / delayed
- Something's gone wrong at their end: weather, a missed connection, a bad address.Tell us. This is the one we can chase for you.
It says delivered and it isn't here
Annoyingly common, and usually solvable in ten minutes. Work through these before writing to us — not to fob you off, but because we'd be asking you to do exactly this anyway, a day later.
Look everywhere it could have been left
Porch, side gate, behind the bins, the mailroom, the leasing office. Carriers photograph the drop point — the photo is usually on the tracking page and it tells you where to look.
Ask the neighbours
Including the ones you don't usually speak to. A parcel handed over next door is the most common ending to this story by a distance.
Give it 24 hours
A parcel scanned as delivered a stop early usually turns up the same evening or the next morning. Not always — but often enough to be worth the wait.
Then come and find us
Order number, and the day it was marked delivered. We'll open a case with the carrier and sort you out either way — you don't have to wait for their investigation to finish.
Nothing has moved for days
If the tracking hasn't updated in 48 hours and the parcel isn't due to sit anywhere, tell us. That's the point where a stalled scan stops being normal and starts being worth chasing.
Subscription deliveries
They track exactly like any other order, with the same dispatch email and the same link. What's different is that you can see the next one coming: your renewal date sits on your subscription page, so a delivery should never be a surprise.
If you need one to arrive sooner or later than scheduled, move the date rather than waiting for it and chasing it.
Still can't find it?
Send us the order number and the day it was marked delivered. We'll take it from there — and we'll sort you out without waiting for the carrier's investigation to end.