Tracking shows its delivered, but I have not received my parcel. What should I do?

First we recommend you check with
• Anyone at home or your neighbours if they have received it on your behalf
• Building security/staff
• Your email/messages in case the delivery company has left it in a safe place/parcel collection location

Sometimes the tracking information may be inaccurate, and packages are marked as 'Delivered' before they arrive. We recommend allowing another 1-2 days for the package to appear. 

If after this time, you still don't see your package, you can check with the carrier for additional details. Here are the most common carriers:

If you still cannot find your package, it's time to contact our customer support! 

Since the tracking indicates that your order was delivered to your address, our customer support team needs a few things from you before they can assist you. This includes:

1. Authenticating your identity by submitting an ID image and a selfie through our identity verification partner Onfido.

2. Downloading, printing and completing the Lost Order Consent Form

To get started, you can log into your account > My orders > locate the item(s) in question and click Help. From there select I did not receive my order > Tracking shows that my order has been Delivered and follow the prompts to submit a claim to our support team. 

Our Customer Support Team will then get back to you within 3 working days.