Check the tracking and make sure there isn’t a delay listed by the carrier. Check you have supplied the correct delivery address for your order and your contact details are up to date by logging into Your Account.
Check to see if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local post office. Look in any safe areas the driver may have left your parcel, such as behind plant pots or bins, or in a shed, garage or porch.
If none of the above work, please get in touch making a note of your order and invoice numbers and we will investigate immediately.
If you have ordered during a sale period (Easter Sale, Mid Year Sale, TWL Week, Black Friday, Cyber Monday, Boxing Day and End of Year Sale) please wait at least 7 business days before contacting us if you have not received a tracking number or 5 business days if you have received a tracking number but have not received your order yet.