My tracking says the order was delivered, but I haven’t received it?Updated 11 hours ago

We know it can be frustrating when a package shows as delivered but can’t be found. Here are a few steps you can take to help locate it:

• Look around your property – Check all potential delivery spots including your front door, behind bins or pot plants, in your letterbox, carport, garage, or side entrances.

• Ask anyone you live with – A housemate, partner, or family member may have picked it up without mentioning it.

• Check with neighbours or your building manager – Sometimes parcels are left with someone nearby or taken in by building reception.

• Double-check your delivery address – Refer to your order confirmation to ensure the address provided was correct and complete.

• Contact your local post office or courier depot with the tracking number — they can often confirm where the parcel was left.

In some cases, carriers may mark a package as delivered slightly ahead of actual drop-off, so we recommend waiting a few more hours or until the next business day.

If you have completed these checks and your parcel is still missing, please contact us within 7 days of the “Delivered” scan so we can review the case.

Our policy:

When a parcel is marked as successfully delivered by the courier, we are generally unable to issue a refund, as we must rely on the official delivery confirmation. This policy ensures fairness for all customers.

Goodwill resolution:

In rare cases where a parcel cannot be located after all checks are completed, we may offer a one‑time goodwill solution:

•         A reshipment of the items, or
•         Store credit for the value of your order (non‑expiring)

This approach ensures you are looked after while maintaining fairness for all customers.