Where is my order?

If your order hasn't been delivered by the date you expected, Royal Mail advises the following:

  • We aim to deliver Tracked 24 the next working day and Tracked 48 within 2-3 working days. (Please add an extra working day if there's a Redirection in place).

  • If the item hasn't been delivered by the due date plus 7 working days the sender might be able to claim for compensation.

    Please note, early claims cannot be processed. 

My order is shown as delivered but I don't have it.

If your tracking information shows your order as 'delivered' but you don't have it, there are a few things you can check:

  • If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in your designated Safeplace if you have one.

  • If the item was sent to your work address, check with the post room and your colleagues to see if someone accepted the delivery.

  • If you bought the item online, check the shipping address was correct. You can check this either on the order confirmation email, or by logging into your account and viewing your past orders.

We do not change or manually type up shipping addresses, so the order will have been sent out to the same one given at checkout unless you have contacted us to make changes after placing the order.

Royal Mail is now required to take a photograph once an item is delivered. This should be displayed along with your tracking information and may help you to identify where the package has been left.