Why is an item missing from my order?

We understand that it can be concerning when an item from your order is missing. There are several common reasons why this might happen, and we’re here to help you resolve it.

Why might an item be missing?

1. Multiple Shipments

   • In some cases, orders are split into multiple parcels, especially if items are located in different warehouses or have varying availability.
   • If your order is arriving in multiple shipments, you will be notified by email. Each shipment will have its own tracking information. Please check your dispatch confirmation emails carefully, as each email will contain details and tracking links for each separate parcel.

2. Stock Availability

   • Occasionally, an item may go out of stock after you place your order. If this happens, the rest of your order may be dispatched, while you will be refunded for the unavailable item. 

3. Processing Delays

   • Sometimes, items require additional processing time before dispatch due to quality checks or special handling requirements. This can cause certain items to be dispatched later than others in the same order.

What should I do next?

1. Check Your Email for Tracking Details

   • Review your dispatch confirmation email to see if your order was sent in multiple parcels. Each parcel will have its own tracking link, allowing you to track each part of your order individually.

2. Log In to Track Your Order

   • If you have an account, log in and go to ‘My Orders’ to view the status of each item in your order. This will show you if any items are still processing or have separate tracking information.

3. Wait for Delivery

   • If your order is split into multiple parcels, allow additional time for each parcel to arrive. In busy periods, delivery times for individual parcels may vary.

Still missing an item?

If you’ve checked all of the above and an item is still missing, please contact our customer service team for further assistance. Provide your order number and details of the missing item to help us investigate. We will work with our dispatch team and delivery partners to resolve the issue as quickly as possible.