Tracking your parcel can sometimes be confusing, particularly when you've received a tracking number but the courier isn't showing any updates yet. Here's what to expect as your parcel moves from our warehouse to the courier.
1. Your parcel and shipping label are created
When your parcel is generated in our system, a shipping label and tracking number are created. We'll send you a tracking email at this stage.
Receiving your tracking number does not mean that the parcel has already been collected by the courier.
2. Your parcel is picked and packed
Our warehouse team will pick the items included in your order and pack them ready for shipment.
3. Your parcel is collected by the courier
Prepared parcels are loaded onto pallets for collection. Our courier collects shipments from the warehouse four times a week.
4. Your tracking becomes active
Once the shipment reaches the courier's depot and your parcel is scanned into their network, tracking information will begin to update.
Why does my tracking initially show no information?
Because we send your tracking details when the shipping label is created, there may be a short period when the courier shows no tracking information or movement.
This is normal and usually means that your parcel is still being prepared or is waiting to be scanned into the courier's network.
Why does my Customer Account show my parcel as “Delivered”?
Our system automatically changes the parcel status to Delivered after 15 days. This does not necessarily mean that the courier has confirmed delivery.
The 15-day status change allows the support options to become available in your Customer Account, so you can report a parcel or item as missing or damaged if you need assistance.
If your parcel arrives before the 15-day period has passed, these support options will become available once the 15-day window has been reached.