1. Brown Thomas
  2. Frequently Asked Questions
  3. My Order
  4. Delivery Issues

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

If something appears to be missing, the most common reason is that your order has been sent in more than one parcel. Please check this first — your item may still be on its way in a separate delivery.

Step 1: Check if your order was sent in multiple parcels

  • Orders are sometimes split based on item availability or warehouse location

  • You’ll receive a separate dispatch email for each parcel

  • Each email will include its own tracking link

Please carefully check your inbox (and spam folder) for more than one shipping confirmation.

Step 2: Track each delivery

  • Use the tracking links in each dispatch email to check the status of all parcels

  • If you created an account, go to 'My Orders' to view delivery progress for each item

Step 3: Allow extra time

  • It’s normal for parcels to arrive on different days

  • Delivery times can vary slightly between couriers, especially during sales or holidays

Step 4: Still think an item is missing?

If all tracking links show as delivered and you still haven’t received one of your items:

  • Contact us via the Live Chat widget in the bottom right corner or on WhatsApp

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

We’ll investigate with our warehouse and delivery partners and get back to you with next steps.

19732418960796