Every order placed with us can be followed from the moment you pay to the moment it reaches your door. Here is exactly how, and what each stage means.
The fastest way: your account
Sign in to your account and open the order you want to check. If the parcel has shipped, the carrier and tracking number are shown there, and the tracking number links straight to the carrier's own tracking page.
If you checked out as a guest, use the second method below — or create an account with the same email address you ordered with and your orders will appear.
The other way: your shipping email
When your parcel leaves the warehouse we send a shipping confirmation email to the address on the order. It contains a Track your order button that opens a live status page for that specific parcel — no login needed. That link keeps working for the life of the order, so it is worth keeping the email.
Not in your inbox? Check spam and promotions folders first, then contact us and we will resend it.
What each status means
- Order placed — we have your order and payment is confirmed. You will have an order confirmation email with your order number.
- Preparing your order — the item is being picked, checked and packed. Tracking does not exist yet at this stage, because the parcel has not been handed to a carrier.
- Shipped — the parcel is with the carrier and a tracking number now exists. It can take up to 48 hours for the carrier's first scan to appear, so a tracking page that says "not found" on day one is normal, not a problem.
- In transit — moving through the carrier network. International parcels can sit at a customs or transit hub for several days without a new scan.
- Out for delivery — on the vehicle, arriving that day.
- Delivered — the carrier has marked it delivered. If it says delivered and you do not have it, check with neighbours and around the property first, then contact us and we will open a trace with the carrier.
Orders with more than one parcel
If you order several items they may ship separately, and you will get a shipping email with its own tracking number for each parcel. Your account page lists every shipment against the same order number.
If tracking has not updated
Carrier scans are outside our control, but chasing them is our job, not yours. If your tracking has not moved in 7 days, message us with your order number through the contact page and we will chase the carrier and come back to you.
Still stuck?
Send us your order number — it looks like #1001 and is at the top of your confirmation email — and tell us what you are seeing. That is all we need to look it up.
ALL THAT YOU NEED IS OUR DUTY.