We are exceptionally busy at the moment so it’s taking us longer than usual to reply. Our Customer Services team are working hard and will reply as soon as possible.
If you have an online account with us and we hold your email address, you'll get an email notifying you when your parcel is dispatched. If you aren't yet registered online, you can do so here.
Once your parcels on the move, you can track it via My Account. This tracking will be updated when your parcel is delivered. Please contact us as soon as possible if you think this tracking information is wrong.
If you can't track your parcel online, please allow 5 days from the advised delivery date before reporting your parcel as lost, this allows our delivery partners time to deliver your parcel.
Check your home before you contact us
To save a bit of time, make sure you've checked around your property, in any hidden spaces your parcel could have been put and with any neighbours it may have been left with before reporting your missing parcel.
If the courier has left a card, please take a look at their parcel tracking as they may be due to reattempt your delivery.
When you can and can't claim
If you believe your parcel is lost, you must let us know as soon as possible (after the 5 days from the advised delivery date, and no later than 30 days after despatch). Sorry, but any claim made over 30 days after the despatch date won't be accepted.
To make a claim, you must be the account holder, or someone given permission by the account holder to speak on their behalf; you can't just ring for anyone.
Sadly, we can't accept a claim if you've contacted the courier and requested the parcel to be left in a safe place or at a different address.
We aim to resolve all lost parcel claims within 30 days of being notified and will keep you informed of any progress.
We may also contact you if we need any more information to help track down your parcel.
