Why did only part of my order arrive?
Customers often ask, “Why did I only receive part of my Brown Thomas order?” Sometimes an order is split into multiple parcels due to stock location, specialist couriers, or packaging needs. This is normal, and your remaining items are usually on their way separately.
Why are some orders delivered in multiple parcels?
Your order may be split if:
Items are shipped from different warehouse locations.
Some products require specialist couriers (e.g. luxury, large, or fragile items).
Certain items are ready sooner than others and are dispatched first.
Each parcel will have its own tracking number and estimated delivery date.
How can I check if more parcels are on the way?
If you used an account:
Log in to your account on brownthomas.com.
Go to My Orders.
Select the order in question.
If your order has been split, you will see multiple tracking numbers.
If you checked out as a guest:
Review your email inbox (and spam/junk folder).
You may have received more than one shipping confirmation email, each with its own tracking link.
What should I do if an item appears to be missing?
Allow a little extra time, as parcels in a split order may arrive on different days.
Check all tracking links carefully for updates.
If every tracking link shows as delivered and you still haven’t received all items:
Contact us through the Live Chat widget in the bottom right corner.
Have your order number and the missing item details ready so we can investigate with our warehouse and delivery partners.