If you believe your item has been delivered (because you have received a message from our delivery partner confirming this), but you have not received or signed for it, please follow these steps:
- Check the perimeter of your property. Some deliveries are still under COVID-19 contactless protocols and the package may have been left in a safe spot.
- Check with your neighbours, building manager or door-person.
- If you still cannot find your package, please submit a support request and we will investigate this on your behalf. If the item cannot be recovered, we will submit a claim on your behalf. Please state whether you would prefer a refund or replacement (if available) in your request.
Note: If an investigation is needed, it may take up to 10 working days to complete.