Support
Use this page when an order needs attention, whether the issue is tracking, a delay, a missing item, a wrong item, or a change that depends on timing. The goal is to make the right next step clearer and easier to act on.
These cards explain the parts of order support that matter most before you contact us, especially when timing, tracking, or after-delivery issues are involved.
Order updates
Most order questions can be answered more quickly when you have the order confirmation, order number, and any dispatch or tracking emails to hand. Those details usually make the next step much clearer.
Changes
If you need to amend, cancel, or correct an order, the available options often depend on whether it is still being processed or has already moved into dispatch.
Problems after delivery
If an order arrives incomplete, appears delayed, or contains the wrong item, customer care can usually help fastest when you provide the order number, the issue, and any photos where relevant.
Follow these steps to make the issue easier to investigate and resolve.
Before raising an issue, review the order confirmation and any dispatch updates. They often answer questions about shipping method, timing, split shipments, or the stage the order has reached.
Keep the order number, the name used on the order, and a short summary of the problem ready. If the issue is item-related, include the product name and, where helpful, a clear photo.
Delivery questions, cancellation requests, and after-delivery problems are not always solved in the same way. Choosing the right route helps customer care move faster and give the right answer sooner.
These are the order-related questions customers most often ask when something does not look quite right.
Tracking can sometimes take a short time to refresh after dispatch, especially during busy periods. If there has been no movement for longer than expected, use customer care with your order number and tracking reference so the team can look into it.
Some orders may be dispatched in more than one parcel, so first check whether separate deliveries were confirmed. If something still appears to be missing, contact customer care with the order number and the item name so the team can investigate.
Contact customer care as soon as possible with your order number and a clear description of what arrived. If possible, include a photo of the item and packaging so the issue can be resolved more quickly.
Use these pages if your issue is more specifically about delivery expectations, cancellation, or direct customer care support.
Direct support
Use customer care for order problems, missing parcels, delays, incorrect items, or anything that needs direct help from the team.
Shipping guidance
If your question relates to shipping timeframes, destination-specific delivery details, or service expectations, the delivery page is the best next stop.
Order changes
If the issue is really about stopping or amending the order before it leaves us, the cancellation page gives the clearest next-step guidance.
