Q. Where is my order?
A. Most of our deliveries are sent via DHL, DPD or Royal Mail, and where available, we will send you an automated email with the tracking number of your order. You can also find the tracking number of your order in My Account. If you completed the checkout process as a guest, for 60 days, you can find your order status and tracking details in Track My Order.
Q.I've only received part of my order, where is the rest of it?
A. As you can imagine, like many other online retailers at this time, we're experiencing a real peak in demand at the moment, which means our delivery is a little slower than normal.
We didn't want to keep you waiting longer than needed for your whole order, so we've split it into different deliveries. Don't worry though, the rest of your order it on its way, if you haven't had it already.
If you still haven't heard from us within ten days, please do get in touch with our customer service team who will be able to look into it for you.
Q. Why are you shipping items in my order one at a time?
A. As with most online businesses, we've experienced heightened demand at the moment as the country deals with the current situation.
We didn't want to hold your whole order up, so where there's been a delay on certain items, we wanted to get the rest of your items to you as quickly as we could.
Don't worry though – the rest of your items are on their way. But if you haven't heard from us within ten days, please get in touch with our customer service team.
Q. I ordered/paid for same day/next day delivery, but it hasn't arrived yet, where is it?
A. We are putting the safety of our colleagues first and as a result,you may encounter longer wait times than usual.
Q. The part I ordered online said it was in stock but now my delivery has been delayed, why?
A. We've seen unprecedented levels of online demand in the current circ*mstances and are working hard to get your order to you as quickly as possible.
If there's been a change to your order, we will contact you directly to advise on an updated timeframe for delivery.
Q. Why have the delivery estimates changed since I ordered it? (delivery delays)
A. Like many other online retailers, we have been experiencing unprecedent demand as the nation has been forced to change its shopping habits. It's been a priority for us to keep our brilliant team in the distribution centre safe which has meant we have had reduced capacity at the moment, and this has unfortunately caused some delays to orders.
We're working as quickly as possible to get your order to you and apologise for the delay.
Q. My order says it's been dispatched, where is it?
A. Like many other online retailers, we have been experiencing unprecedent demand as the nation has been forced to change its shopping habits. It's been a priority for us to keep our brilliant team in the distribution centre safe which has meant we have had reduced capacity at the moment, and this has unfortunately caused some delays to orders.
Your next update will be when your tracking information is updated as your parcel makes its way through the courier network.
If your order is for multiple lines you may receive this in separate parcels, don't panic we are on it and will get the rest to your shortly.
Q. Why isn't same day delivery a delivery option for my product? (not available in store)
A. Like many other online retailers, we have been experiencing unprecedent demand as the nation has been forced to change its shopping habits. It's been a priority for us to keep our brilliant team in the distribution centre safe which has meant we have had reduced capacity at the moment. We don't like to make empty promises, so if the product you require isn't within your area, we won't offer a same day delivery option at the moment.
Q. Where is my delivery – it's been over X days?
A. Like many other online retailers, we have been experiencing unprecedent demand as the nation has been forced to change its shopping habits. It's been a priority for us to keep our brilliant team in the distribution centre safe which has meant we have had reduced capacity at the moment, and this has unfortunately caused some delays to orders.
We're working as quickly as possible to get your order to you and apologise for the delay.
