First, check which service you chose. On our standard service the tracking will not update along the way, because it is a delivery-confirmation service rather than a fully tracked one, so silence on the tracking page is normal and not a sign of a problem.
Standard delivery takes 2 to 5 working days from dispatch, so if you are inside that window, your order is very likely still on its way. Weekends and bank holidays do not count as working days.
If your order has not arrived within 15 working days of dispatch, we will arrange a replacement, so you will not be left out of pocket. Get in touch with your order number and we will take it from there.
Marked as delivered but nothing has arrived? If it was marked delivered today, please allow one extra day, as this is occasionally a scanning error. Then check any safe place, with neighbours, and the post room or a colleague if it went to a work address. If it still has not appeared, contact us with your order number and confirm the delivery address on the order, and we will arrange a replacement.
Parcel returned to sender? This usually means an incomplete or incorrect address. Send us the full correct address including postcode and, once the parcel is back with us, we will reship it.