Failed or missed delivery attempts

How delivery attempts work

Our couriers will attempt to deliver your parcel up to three times. They will normally try to reach you by phone before or during a delivery attempt, so please keep your phone nearby and answer calls from numbers you do not recognise on the days your parcel is out for delivery.

If your tracking shows an unsuccessful or failed delivery attempt, the courier will usually try again on a following working day without you needing to do anything.

Couriers do not hold parcels at a depot for you to collect later. Once the delivery attempts have been used up, the parcel is sent straight back to us — so if a delivery has failed, it is worth contacting us quickly, while your parcel is still in your area.

If you missed the courier

The most useful thing you can do is contact our customer support team as soon as you notice a failed attempt. Let us know your order number and the best number to reach you on, and we will follow up with the courier on your behalf.

Please contact us rather than trying to arrange it directly with the courier. Changes made with the courier without going through us can hold the delivery up further, because the courier still has to come back to us for approval.

If your parcel comes back to us

If all delivery attempts are unsuccessful, the parcel is returned to our warehouse. When that happens, the choice is yours:

Have it sent out again. We can rebook the delivery for you. A redelivery fee applies — see below.
Cancel the delivery. We can issue a refund or store credit instead, in line with our returns policy.

What redelivery costs

The redelivery fee is the same as the delivery cost you originally paid on your order, as long as you keep the same delivery method.

If you would like your parcel sent by a different method the second time around — for example switching from standard to express — the redelivery is charged at the rate for that method instead.

If the delivery address was wrong

If you realise the address on your order is incorrect or incomplete, contact our customer support team straight away with your order number and the correct address.

We will either correct the address on your order or pass the corrected address on to the courier, depending on how far along your parcel is. Please do not arrange an address change with the courier yourself — they will need our confirmation before they can act on it, which delays your parcel.

The sooner you tell us, the better the chance we can update it before the parcel is out for delivery.