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Order Issues

I'm missing an item from my order, what do I do?

We're sorry if there's an item missing from your order. Here’s what could’ve happened:

  • We may have sent your items in separate parcels. Please check your emails to see if any of your items will be arriving separately. You can also see if your order has been split into more than one parcel in 'My Orders'.
  • The item you ordered may have been out of stock - it's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
  • If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined into one parcel. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
  • If some of your items are being shipped from another warehouse, their delivery times may differ, so it's worth checking your expected delivery date and tracking in 'My Orders'.*

If you’ve received all your parcels and something you ordered is missing, please get in touch with our Customer Care team here within 30 days of your order being delivered.

Just one more thing...

*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.