An item is missing from my order — what should I do?

If you are wondering, “Why is an item missing from my Brown Thomas order?” the most common reason is that your purchase has been sent in more than one parcel. Before reporting an issue, please follow the steps below to confirm whether the missing item is still in transit.

Step 1: Check if your order was split into multiple parcels

• Orders may be dispatched from different locations or at different times.

• You will receive a separate dispatch email for each parcel.

• Each dispatch email includes its own tracking link.

Step 2: Track each delivery

• Use the tracking links from your emails to check the status of every parcel.

• If you created an account, you can also log in to My Orders to review the delivery progress.

Step 3: Allow for additional time

• Parcels may arrive on different days, particularly during sales or busy periods.

• Delivery timeframes can vary between couriers.

Step 4: Contact us if all parcels show as delivered

If tracking confirms all parcels have been delivered but an item is still missing:

• Reach us via the Live Chat widget in the bottom right corner of your screen.

• Have your order number and a description of the missing item ready.

Our Customer Service team will investigate with our warehouse and delivery partners and update you with the next steps.