What if my parcel shows as “delivered” but I haven’t received it?
If your delivery date has passed and your parcel has not arrived, first check your tracking number to see the latest status.
Check with household members or neighbours who may have accepted it for you.
Look in safe places around your property (e.g., porch, shed, outbuilding).
How do I report a lost parcel?
If you’ve completed the above checks and still can’t locate your parcel, contact our customer support team no later than 7 days of the expected delivery date. Please have your order number and tracking details ready.
Be sure to keep your order confirmation and tracking information until your parcel arrives safely.
Please note that when a safe place is selected for your delivery, the responsibility for the parcel transfers once it has been successfully delivered. Unfortunately, we are not liable for any loss or damage that occurs after delivery to the chosen safe place.
We will do our best to deliver your orders to the address you gave us at checkout. Please note, we are not liable for orders placed with missing or incorrect address information.