Delivery IssuesUpdated 6 days ago
Do I need to be home to receive my order?
Most deliveries require a signature upon receipt to ensure your order is delivered safely.
However, depending on the courier and your location, the parcel may sometimes be left in a safe place if it is considered secure.
What happens if I am not home during delivery?
If you are not available when the courier attempts delivery, the courier may:
• Leave the parcel in a safe location (if available)
• Take the parcel to a nearby collection point or depot
• Attempt redelivery at a later time
You will normally receive a delivery notification or card explaining the next steps.
Can I provide delivery instructions?
Yes. Most courier tracking portals allow you to provide instructions such as:
• Authorising a safe place delivery
• Rescheduling delivery for another day
• Redirecting the parcel to a collection point
Tip: If you know you won’t be home, you can update these instructions through the tracking link provided in your shipping email.
My parcel is marked as delivered but I haven’t received it
If your tracking shows “Delivered” but you cannot locate your parcel:
Check around your property for a safe drop location
Ask neighbours or household members if they accepted the parcel
Review the delivery photo or notes in the courier tracking page
Contact the courier listed in your tracking email
If the parcel still cannot be located, please contact our support team and we will assist in investigating the delivery.
What should I do if my package arrives damaged?
If your parcel arrives damaged, please follow these steps:
Take clear photos of:
The outer packaging
The damaged product
Keep the original packaging materials
Contact our support team within 48 hours of delivery
Providing photos allows us to quickly assess the issue and arrange a replacement or appropriate solution.