What do I do if my item is delayed?Updated a year ago

Before reaching out to the team for help, please check whether your parcel falls within our shipping times in the section below, or by visiting our shipping policy here.

In the unfortunate event that your item is delayed, please contact our customer service team via chat or email and they will do the best they can to help.

Please note that when we hand your items to the delivery company, it becomes their responsibility to deliver that item to you. This means that in most cases, it is very much out of our control and often not much we can do to speed up the process. We will always chase them on your behalf and advise as best we can.

Due to Covid-19, international parcels in my particular have been seeing delays, most notably during customs clearance. This is due to a shortage of staff and an increase of parcels within the network. Please note that in this scenario your parcel is not lost, however it may take a little longer to pass through customs and continue on its journey.