What if my order says delivered, but I don't have it?

It's frustrating when tracking says your order has arrived, but it's nowhere in sight. Usually, there's a simple explanation. Here are the steps to take to track down your package and what to do if it’s truly missing.

First, check these common spots

Sometimes a package isn't lost, just misplaced. Before raising an alarm, it’s worth a quick look around.

Check with coworkers: Ask your colleagues, the receptionist, or the mailroom to see if they accepted the package for you.
Look around the delivery location: Delivery drivers sometimes leave packages in less-obvious places to keep them safe, like a side door, with a building manager, or behind a plant.
Wait a little longer: Some carriers scan items as "delivered" a few hours before they actually arrive. It might just be on the last leg of its journey.

Quick tip: Double-check the delivery address on your order confirmation to make sure it was sent to the right place.

Still no package? Here's how we'll help

If you've checked everywhere and your order is still missing, we'll help you investigate with the supplier.

Find your order number. You can find this in your confirmation email.
Contact our team. Let us know your order number and that the package is missing.
We'll take it from there. We will contact the Brand that shipped your order to launch an investigation with their delivery partner.

Good to know: The Brand that you ordered from is responsible for the shipping and delivery. Our role is to act as your point of contact and help you resolve the issue with them.

Common follow-up questions

How long do I have to report a missing package?

You should contact us as soon as you realize your package is missing, ideally within 48 hours of the delivery notification. The sooner we know, the faster the supplier can start investigating with the carrier.

What does the investigation involve?

The supplier will work with their shipping company to trace the package. This can include checking the driver's GPS data, confirming the delivery photo, and interviewing the delivery person. We'll keep you updated on their findings.

Will I get a refund or a replacement?

If the investigation confirms the package is lost, we will work with the supplier to arrange a replacement shipment or a full refund, depending on the outcome.

Heads up: We are not directly liable for delivery failures, but we are committed to helping you resolve any issues with the Brand responsible for your shipment.

Need a hand? Chat with us anytime.

Updated on: 16/06/2025