This is unsettling, and we'll help you get to the bottom of it. In most cases the parcel is close by.
Please check these first
- Neighbors: Carriers frequently leave parcels with someone next door.
- Building reception or concierge: if you have one.
- Safe places around your entrance: porches, letterboxes, behind gates, under doormats.
- Other people in your household who may have taken it in.
Then check your address
Look at the delivery address on your order confirmation. If there's an error in it, tell us, that changes what we do next.
If it's still missing
Contact us with your order number. We'll pull the carrier's proof of delivery to see exactly where and when it was recorded as delivered, and open a formal investigation with them if needed.
Please do get in touch rather than waiting. Carriers have time limits for opening investigations, and the sooner we start, the better the outcome.
