We’re sorry to hear that your parcel has not yet been delivered.
Please allow up to 14 business days for your parcel to arrive. Delivery times can vary, so we recommend checking your tracking information for the latest updates from the courier.
Check Your Tracking
If your tracking shows that the parcel is still in transit, please allow additional time for the courier to complete the delivery.
If the tracking indicates that the parcel may have been lost in transit, or shows it as delivered but you have not received it, we can help you with the next steps.
Request a Reshipment Online
Once eligible, you can report the parcel through your online customer account and request a reshipment.
To do this:
- Log in to your online account.
- Go to the Subscription tab.
- Select the relevant parcel.
- Click the "Missing or damaged" link in the bottom-right corner.
- Follow the on-screen instructions to report that your parcel has not been received.
- Submit your request.
Once submitted, we will review your request and arrange a reshipment where applicable.
Can't See the "Missing or Damaged" Link?
If the option is not available in your online account, please contact our Customer Service team. An agent will be able to review the parcel and assist you further.
Important
If fewer than 14 business days have passed since dispatch and the tracking still shows the parcel in transit, please allow the courier more time to complete the delivery.
If 14 business days have passed and the parcel has still not arrived, check the tracking information and use the "Missing or damaged" option in your online account to report the issue.
If your tracking shows the parcel as delivered but you have not received it, please also check around your property, with other members of your household and, where appropriate, with neighbours or any safe place shown in the tracking information before reporting the parcel as missing.