How Do I Report a Shipping or Delivery Problem?

Quick Answer

If something has gone wrong with your shipment, parcel, or delivery, contact our Customer Care team via live chat or the Contact Us page so we can review it for your specific order.

Shipping and delivery issues are handled case by case, so the more detail you can share up front, the faster we can look into it. There's no single fixed outcome for every situation, but we're committed to helping your order arrive smoothly.

How do I report a shipping or delivery problem?

Contact our Customer Care team and explain what's happening. To help us act quickly, please include:

  • Your order number
  • The email address used to place the order
  • The tracking number or tracking link, if you have one
  • A clear description of the problem and when it started
  • What you've already checked or tried

Once we have these details, we'll review your order and let you know the next steps.

What kinds of shipping or delivery problems can I report?

You can reach out about any concern with how your order is shipping or being delivered, including:

  • A package that hasn't arrived or seems delayed
  • Tracking that shows delivered when you haven't received it
  • A package delivered to the wrong location, or that appears damaged or incomplete
  • A poor delivery experience or a problem with how the courier handled your parcel
  • Any other shipment or delivery concern you'd like us to look into

If a previous reply didn't fully resolve things, just reply again to your support conversation and we'll continue helping.

What information should I include?

The clearest reports are the fastest to resolve. Where relevant, please share:

  • Your order number and the email used at checkout
  • The tracking number or link
  • The current tracking status
  • A short summary of the issue and any steps you've already taken
  • For a missing package, where you've already looked and whether you've checked with neighbors or building staff

What happens after I report a problem?

We'll review the details for your order and follow up. Because each situation is different, the resolution depends on what we find - for example, reviewing tracking and delivery scans, asking the carrier for proof of delivery, or confirming your delivery details. We'll keep you informed and stay available until the issue is sorted.

In what situations should I contact Customer Care?

Please reach out if:

  • Your shipment, parcel, or delivery has a problem
  • Your package is delayed or hasn't arrived
  • Tracking shows delivered but you don't have the package
  • A package arrived damaged, incomplete, or at the wrong place
  • An earlier delivery concern wasn't fully resolved and you need more help