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If the item 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 carrier so they can look into your issue and begin the process of locating the parcel, plus alert the claims team to the potential issue. The carrier will need as much detail as possible when looking for the item such as an 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.