Customer Support

My delivery hasn’t arrived

On dispatch confirmation, we’ll notify you of the courier service used and tracking/shipment reference (if available), so you can track and manage your delivery yourself.

Tracking information will tell you the latest status of your delivery. If there appears to be a problem, then please notify us so we can investigate further.

Marketplaces such as eBay and Amazon use their own systems to look up tracking details, but these do not always work correctly, before contacting us with any queries, please do check directly your tracking number at the courier’s own website, in case that marketplace is unable to correctly retrieve parcel tracking information themselves.

Domestic UK deliveries

Royal Mail 48 and Royal Mail 24 are standard untracked services, and the reference number provided will only show a delivery attempt or confirmation.

Royal Mail 24/48 are not fully tracked services, so until delivery is attempted, this is all you will see

Delivery aims are 2 to 3 days (Royal Mail 48), or 1 to 2 days (Royal Mail 24). Items can get delayed in transit, especially due to current volumes of packets and parcels travelling through the network, or staff resource limitations, due to current Covid restrictions, so please allow a couple of extra days before contacting us.

Items sent with Tracked 24 or Tracked 48 are of course fully tracked, but may not give any tracking result until the item is processed at a mail centre.

If a delivery has been attempted, and the Royal Mail worker was unable to leave your package/parcel in a safe place or with a neighbour, it will have been returned to your local delivery office, and a card will have been left for you to make your own arrangements.

For UK parcel deliveries (DPD, DHL, Fedex, Parcelforce, TNT etc) these are fully tracked, and if the driver is unable to deliver or leave the parcel in a safe place, it will be returned to depot awaiting your further instructions.

International Deliveries

Items dispatched from the UK using either Royal Mail or Deutsche Post international packets services, will be delivered in your country by your local postal service.

As well as tracking via the links provided to you in the dispatch confirmation emails we send to all buyers, you will also be able to track the same reference number at your local postal operator’s website. Depending on their technical capabilities, you may only get a tracking result once the item has been received and processed at the international mail centre in your country.

Please see our following blog articles for further details on rearranging or managing your parcel delivery: