My tracking says the order was delivered, but I haven't received it?
We know it can be frustrating when a package shows as delivered but can't be found. Here are a few steps you can take to help locate it:
- Look around your property - Check all potential delivery spots including your front door, behind bins or pot plants, in your letterbox, carport, garage, or side entrances.
- Ask anyone you live with - A housemate, partner, or family member may have picked it up without mentioning it.
- Check with neighbors or your building manager - Sometimes parcels are left with someone nearby or taken in by building reception.
- Double-check your delivery address - Refer to your order confirmation to ensure the address provided was correct and complete.
- Contact your local post office or courier depot with the tracking number - they can often confirm where the parcel was left.
In some cases, carriers may mark a package as delivered slightly ahead of actual drop-off, so we recommend waiting a few more hours or until the next business day.
If you have completed these checks and your parcel is still missing, please contact us within 7 days of the "Delivered" scan so we can review the case.
Our policy:
When a parcel is marked as successfully delivered by the courier, we are generally unable to issue a refund, as we must rely on the official delivery confirmation. This policy ensures fairness for all customers.
Goodwill resolution:
In rare cases where a parcel cannot be located after all checks are completed, we may offer a one-time goodwill solution:
- A reshipment of the items, or
- Store credit for the value of your order (non-expiring)
This approach ensures you are looked after while maintaining fairness for all customers.
