Track Your Order - FAQ's

Our most frequently asked questions, from how to track your order, to missing something in your order, and more questions in-between. Find the answer you are looking for below.

• Yes, you will be sent a dispatch confirmation email as soon as your order has been processed. Your confirmation email will also contain a tracking number from the courier. We also ask for a mobile number so our courier can inform you of the status of your order.

  At present orders being delivered by our delivery partner network are not trackable online and orders being delivered by Royal Mail may take up to 7 days.

  Please note, tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, which is approximately 8pm (GMT/BST) Monday to Friday. For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.

  Please visit:

  www.dhl.co.uk for international orders shipped by DHL.

  www.dpd.co.uk for all orders shipped by DPD.

  www.evri.com for all orders shipped by Evri

• Our deliveries are sent by various courier and depending on which one is used, we will send you an automated email with the tracking number of your order.

  You can also find the courier tracking number on your order in My Account. The remainder of our deliveries are delivered by our delivery partner network.

  Please note, at present orders being delivered via our delivery partner network are not trackable online.

• Due to the high volume of orders we receive, we have an automatic invoicing system. It is not possible to cancel or amend an order once it has been placed.

  More information can be found on our cancellation article.

  If you need to change the delivery address, message us by clicking on the speech bubble  on the bottom right hand corner and we can try and help.

• We do sell some products that we do not hold in stock, but are available to order. This status is indicated on the products page.

  Please be aware, if your order consists of out of stock products, we will send out what we have in stock, and then send the rest rest of the order as soon as it arrives into stock.

  International orders will be dispatched when all products are available.

• There could be several reasons why an item is missing in your delivery.
   
  • The item could have been dispatched separately, due to extra care and attention which is required.
     
  • The item was classed as a dangerous good. Dangerous goods may be handled separately, due to the delicate nature of the product.
     
• You can get an update on your order status by checking your order on the My Account section on the website. You will need to sign in to access this area.

• We are able to change the email address for you, provided you are able to answer some security questions.

  We take data privacy very seriously and need to verify who you are.

  After your email address is validated and changed, you can request a new password online.