We know how excited you will be to receive your products and our team will do their utmost to ensure a swift and smooth despatch for you. When your order has been despatched, you will receive an automated despatch confirmation via email. This will contain your tracking information, which includes your courier and tracking or waybill number. This information can be used to track the progress of your delivery and, where applicable, access the DHL Express On Demand service.

If you have registered for an online account with us, and you have placed your order using your account, you can also log in to our website where you will see your orders in your account as well as in the helpdesk messenger at the bottom righthand corner of your display. You will also find your tracking information here.

To track your order please follow the link in your email and/or account, or visit the appropriate website below where you can input your tracking number.

If your order has not been delivered within the estimated timescales for your country, or your tracking states your parcel has been delivered when in fact it hasn't, please contact our team as quickly as possible. Remember to include your order number within your message, along with any relevant information, as this will help us to swiftly locate your order and speed up our investigation.

Before contacting us, please check with all members of your household, your neighbours, and any safe places, in case your parcel has been delivered there.

If we are unable to locate your parcel, we will raise the investigation further with our courier, who will assist in determining the location/status of your delivery. If your order is deemed lost, we will submit a claim. In this instance, we will resend a replacement order, and where a replacement is not possible, offer an alternative or a refund.

While making a claim on your behalf, we may require further information from yourselves and our courier may contact you directly to confirm details. Unfortunately, failure to cooperate with this may result in your claim being closed and we will be unable to offer a replacement/refund.

Please note, if you have signed a signature release form, or stated you're happy for your parcel to be left safe, we are unable to investigate missing parcels any further and our courier will not accept liability for missing parcels. Wherever possible, we recommend accepting delivery of your parcel in person or asking a trusted friend or neighbour to accept on your behalf.