What to do if your order has not arrived
A parcel is considered late, not lost, until it is 5 working days past the estimated delivery date. Couriers occasionally take longer than the standard window without anything actually going wrong.
Step 1: check the tracking
Click the tracking link in your shipping email. If the most recent scan is within the last 5 working days, the parcel is moving (slowly). It will usually arrive within 1 to 2 more working days.
Step 2: check the location
Couriers sometimes deliver to safe places or neighbours:
- Porches, side gates, behind plant pots.
- Neighbours either side of the address.
- Building reception, mailroom, or a colleague's desk if you ordered to a business address.
Royal Mail in particular records "delivered" up to 24 hours early on some routes.
Step 3: open a trace
If the parcel is 5 working days past the estimated delivery date with no movement, reply to the shipping email with the order number and we will open a courier trace. Report it within 28 days of the expected delivery date.
UK couriers (Royal Mail, DHL, DPD) usually respond within 2 working days. We keep you in the loop while the trace runs.
Step 4: reissue
If the trace confirms the parcel is lost, we reissue at no cost. Typical timing:
- Confirmed lost. Same day we hear from the courier.
- Production for reissue. The product's usual production time, as its product page shows it.
- Delivery. 2 to 3 working days within the UK.
We do not ask you to pay first and claim it back. The reissue happens on our cost.
Multi-recipient orders
If one parcel in a multi-recipient order is late while others arrive, we trace and reissue that single parcel only.
What you can do to speed it up
- Reply with the order number in the subject line.
- Tell us if you have already checked porches and neighbours, so we can skip that step.
- Let us know any deadline. If the kit is for a Friday onboarding, we will prioritise the reissue.
