Tracking
Most delivery updates start with the tracking link
Once an order has been dispatched, tracking is usually the quickest way to understand where the parcel is, whether it has moved recently, and which courier stage it is currently in.
Support
Delivery updates
This page is designed to help customers understand what a delivery update usually means, when a short delay is still normal, and when it makes sense to move from tracking into direct support.
Tracking guidance
Short delays can be normal
Customer care for unusual updates
What to know first
These cards explain how to read delivery updates more clearly and when it is worth escalating the issue.
View delivery information
Delays
Short delays do not always mean something is wrong
Tracking can sometimes pause briefly during transit, especially around weekends, bank holidays, weather disruption, or courier processing peaks. A small delay does not always indicate a lost parcel.
Need help?
Use customer care when the update no longer looks normal
If tracking has stopped for longer than expected, the parcel shows as delivered when it has not arrived, or the update looks inconsistent, customer care can help investigate with the right order details.
How to check a delivery update
Use this process before raising a delivery issue so the next step is clearer and more useful.
1
Check the dispatch confirmation first
Review the dispatch email to confirm the shipping method, courier, and tracking reference. That usually gives the clearest starting point before assuming there is a delivery issue.
2
Review the latest tracking event carefully
Look for the most recent scan, its timestamp, and whether the parcel is in transit, awaiting courier processing, out for delivery, or delayed. That language often explains more than the headline status alone.
3
Contact support with the order number and tracking reference
If the update still looks wrong, contact customer care with the order number, tracking number, and a short explanation of what seems unusual. That gives the team the best chance of helping quickly.
Common questions
These are the questions customers most often ask when tracking appears to stall, change, or behave unexpectedly.
My tracking has not updated for a while. What should I do?
Short pauses can happen in transit, especially during busy periods or at weekend handover points. If there has been no update for longer than expected, contact customer care with the order number and tracking reference so the team can investigate.
What if the tracking says delivered but nothing has arrived?
Check any safe places, reception areas, neighbours, or delivery instructions first. If the parcel still cannot be found, contact customer care with the order number and tracking details so the delivery can be reviewed.
Can one order have more than one delivery update?
Yes. Some orders are split into more than one parcel, which means you may receive multiple tracking references or see separate movement for different parts of the order.
Need a different route?
Use these support pages if the issue is really about delivery expectations, a wider order problem, or direct customer care support.
Shipping guidance
Delivery Information
Use the delivery page for shipping times, destination-specific guidance, and general expectations around dispatch and transit.
Order issues
Order Help
If the delivery update is part of a wider order issue, the Order Help page gives a broader route for missing, delayed, or incorrect items.
Direct support
Customer Care
If the update looks wrong, the parcel appears lost, or the status no longer makes sense, customer care is the fastest direct support route.