Find your tracking number
Your tracking number is in the shipping confirmation from the shop or sender. It may also be a link that opens your tracking page directly.
Check your spam or promotions folder, or search your inbox for the sender's name. If you still cannot find it, ask the sender to resend your tracking number.
Track your parcelAnswers to common questions
My tracking hasn't updated. Is my parcel lost?
Parcels are scanned at points along the route, rather than continuously. A gap in the updates can happen while a parcel travels between hubs or by sea. A quiet timeline alone does not show that a parcel is lost. If you are concerned, contact us with your tracking number.
What do the tracking statuses mean?
Your tracking page shows the status and events recorded for your shipment. Common statuses include:
- Shipment registered
- The sender has registered the shipment. This does not always mean the parcel has been collected.
- Parcel received
- The parcel has entered the delivery network.
- In transit
- The parcel is moving between locations.
- Arrived
- The parcel has reached the destination country.
- Customs cleared
- The required customs checks are complete.
- Local delivery hub
- The parcel has reached a local delivery location.
- Out for delivery
- The parcel is with the delivery team for the final journey.
- Delivered
- The shipment is recorded as delivered.
- On hold
- The shipment needs attention before it can continue.
- Refunded
- The shipment is recorded as refunded. Check the sender for details.
I missed the delivery. What happens now?
The delivery team may make another attempt or leave instructions for redelivery or collection. Check your tracking page and any delivery notice for the instructions for your parcel.
Can I change my delivery address?
It depends on how far the parcel has travelled and the service booked. Contact us as soon as possible with your tracking number and the correct delivery details. Changes may not be possible once the parcel is out for delivery.
My parcel arrived damaged. What should I do?
Keep the parcel and its packaging, and take clear photos of the outer box and damaged contents. Send our team a message with your tracking number and a description of the damage. Keep the photos ready in case the team needs them, and let the sender know too.
Why is my parcel in customs?
A parcel crossing a customs border may need routine checks. If the shipment record includes a request for information, it will appear in your tracking history. Contact support if you need help understanding an update.
How long does delivery take?
Delivery time depends on the distance, route and service booked. Your tracking page shows an estimated delivery date when one is available. This is an estimate and may change as the parcel travels.
Do I need to be home to receive my parcel?
This depends on the delivery arrangement. For a delivery to your door, check the instructions for your shipment. If you miss the delivery, the team may try again or provide collection instructions. See delivery options for more information.
What if the address on my order was wrong?
Contact us straight away with your tracking number and the correct details. Also tell the sender. The earlier the request reaches the delivery team, the more likely it is that the address can be corrected.
Still need help?
Send our team a message with your tracking number and a description of the issue.
Contact our team