Track your order

Please allow 1–2 working days for us to process and prepare your order. Express orders placed before 2 pm on a working day are normally dispatched the same day.

Working days do not include weekends or bank holidays. During particularly busy periods, processing may take a little longer.

Estimated delivery times begin after your order has been dispatched:

• Budget Delivery: 5–7 working days (£2.99).
• Standard Delivery: 2–4 working days (free over £50, or £3.95 for orders under £50).
• Express Tracked Delivery: 1–3 working days (£5.99).

These are estimates rather than guaranteed delivery dates.

It can take up to 24 hours after dispatch for the first tracking scan to appear. Messages such as “label created” or “we’re expecting it” usually mean the carrier has received the shipment details but has not yet recorded the parcel at its depot.

Please check again after 24 hours. If there is still no update, use the Customer Care form below.

Budget Delivery is not trackable at customer level. If the estimated 5–7 working-day delivery window has passed, contact Customer Care below and our team can check the shipment internally.

Bulky, specialist and supplier-dispatched products may need additional preparation or may be sent directly by the manufacturer. A green or orange delivery notice on the product page takes priority over the general estimate shown at checkout.

Yes. Large or bulky items may be packed separately, and some products are dispatched directly by the manufacturer. Each parcel may travel through a different depot and arrive at a different time.

Check your dispatch emails for separate tracking numbers. If all parcels have arrived but an item is still missing, follow the “My delivery has arrived, but an item is missing” guidance below. The missing-item form is not for a delivery that has not arrived.

Your order may have been divided into separate parcels because of its size, stock location or supplier arrangements. Review your dispatch emails and tracking links to see whether another parcel is still on its way.

If all parcels have arrived but an item is still missing, follow the “My delivery has arrived, but an item is missing” guidance below. Do not use the missing-item form for a delivery that has not arrived.

We make every effort to deliver orders on time, but delays can occasionally happen because of:

• Busy periods: unusually high order volumes can extend processing and carrier times.
• Essential maintenance: rare system changes may temporarily affect order processing.
• Bad weather: unsafe travel conditions can disrupt courier networks.
• Public holidays: manufacturers and delivery partners may operate a reduced service.

We will send email updates when further information is available. Please also check your tracking link for the latest carrier scan.

No, you cannot select a delivery date when placing your order. Once the carrier sends your tracking information, its delivery options may allow you to rearrange the date or redirect the parcel to a neighbour, safe place or collection point.

The options offered depend on the carrier and the stage of the delivery.

Most carriers send email or text updates and may provide an estimated delivery time slot. If you are not in, the driver will usually try to leave the parcel with a neighbour or in a secure location and tell you where it was left.

If there is nowhere suitable, the carrier will normally record an attempted delivery and try again, often on the next working day. Use the tracking link to review or change the available delivery options.

Delivery partners normally make up to three delivery attempts. A parcel may be returned if the driver cannot find or access the address, if nobody is available and there is no safe delivery option, or if the parcel is damaged in transit.

Check the tracking link in your dispatch email for the recorded reason. The driver may also leave a calling card.

A returned parcel cannot be redirected to you. Once our warehouse has received and processed it, we will issue a refund minus the original postage costs. If you still need the products, please place a new order.

First, check around the outside of your property, any nominated safe place and with your immediate neighbours. Review the tracking page carefully, including any delivery photograph or location note recorded by the driver.

If you still cannot find the parcel, contact Evri in the first instance so it can investigate the delivery scan. Keep your tracking number available.

Make sure the order number and email address or phone number exactly match the details used at checkout. You can alternatively select the Tracking Number tab and enter the number from your dispatch email.

If your order was only just dispatched, allow up to 24 hours for the carrier’s first scan to appear.

Contact Customer Care as soon as possible. We cannot guarantee an address change after an order has entered processing or has been dispatched.

Once the parcel is with the carrier, your tracking link may offer alternative delivery options such as a neighbour, safe place or collection point.

Thanks for letting us know about a shortage in your delivery. We’ll help you get this resolved as quickly as possible.

This process is only for an item missing from a delivery you have received. It is not for a delivery that has not arrived.

1. Check your delivery note and product packaging

Look for a handwritten note such as “REFUND”. If present, this means our warehouse has already processed a refund for the unavailable item.

2. Allow 5–7 working days for the refund

If “REFUND” is noted on your delivery slip, the funds should appear in your original payment account within 5–7 working days of receiving your delivery.

3. No refund note?

Please still allow the full 5–7 working-day refund timeframe before reporting the item as missing. A refund may already be processing even where a handwritten note was not included.

Important: do not submit the form until the full 5–7 working-day refund timeframe has ended. Claims submitted earlier will be closed automatically by the system.

Report Missing Item

Log in to your online account and submit a return request for the incorrect item. Keep the product, packaging and order details available until your request has been reviewed.

Contact Customer Care promptly using the form below. Include your order and tracking numbers, a description of the issue and photographs if the parcel or products arrived damaged.

We will review the tracking information and, where appropriate, arrange a replacement or refund after the investigation.

No. We do not deliver to PO Boxes, BFPO addresses, Northern Ireland, islands or remote postcodes. Please use an eligible mainland UK delivery address when placing your order.

We dispatch to eligible mainland United Kingdom addresses only. We do not currently deliver to PO Boxes, BFPO addresses, Northern Ireland, islands or remote postcodes.

No. Delivery estimates stated in working days exclude Saturdays, Sundays and UK bank holidays. Orders placed near a weekend or public holiday will therefore take additional calendar days to arrive.