My delivery shows as completed but I haven't received it

This shouldn't happen, but sometimes it does. If the carrier has marked your order as delivered but you haven't received it, follow these steps.

Before contacting us, check:

– Whether a neighbour or family member collected it on your behalf

– If you live in a building, check with reception or the mailbox area

– Whether it was left somewhere sheltered near your entrance or front door

If it was delivered under someone else's name 

Do you know that person, or could someone at your address have received it by mistake? Carriers sometimes register delivery with the name of whoever signs. Try to track it down before contacting us.

If it still doesn't turn up 

Open a ticket with your order number and screenshots of your tracking status. We'll handle it directly with the carrier. If we can't locate it, we can resend your order or process a refund, whichever you prefer. We'll keep you updated every step of the way.