Frequently asked questions
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My package is lost- what should I do now?
If your package appears to be lost, or if the tracking has stopped or flags a problem, log into your account and use the report a problem tool next to your order.
We can then reach out to the courier you have chosen from our shipping marketplace. They can look into your issue and begin the process of locating the package plus alert our claims team to the potential issue if you have opted in for protection cover.
The courier will need as much detail as possible such as any distinctive features about the packaging. The majority of time an item is 'lost' it is normally down to a miss scan on the tracking or the item is travelling under another consignment and the courier will locate it for you.