It says my order was delivered but I haven’t received it
If your Brown Thomas order tracking shows “Delivered” but no parcel has arrived, don’t worry — this can usually be resolved quickly. Sometimes couriers scan parcels early, or deliveries are left in safe locations or with neighbours. This guide explains what to check and when to contact us.
What to check first
Before reaching out, please check the following carefully:
Safe places: Look around your property (porch, bin storage, garage, side entrance, etc.).
Neighbours or building staff: A neighbour, concierge, or front desk may have accepted the parcel.
Delivery notes: Some couriers leave a “Sorry we missed you” card or update tracking with location details or photos.
Tracking page: Review the full tracking history in case the courier included a note about where the parcel was left.
Could it have been scanned early?
Yes. In some cases, couriers mark parcels as delivered before the driver actually drops them off.
If less than 24 hours have passed since the “Delivered” status appeared, we recommend waiting a little longer, as the parcel may still arrive.
What to do if you still can’t locate your parcel
If it has been more than 24 hours and you still haven’t received your order:
Contact us via the Live Chat widget in the bottom right corner.
Provide your order number and delivery address.
Our team will:
Confirm the delivery address used.
Contact the courier directly to investigate.
Work with you to resolve the issue as quickly as possible.