Part of my order is missing. What do I do?
Occasionally, larger or oversized orders may be split into two or more separate parcels by our warehouse.
If this happens, it is possible that the parcels will be processed or delivered separately, meaning you may receive part of your order before the remainder. Please check your tracking information first, as separate parcels may have their own tracking numbers and delivery updates.
If you have checked the tracking information and believe that part of your order is genuinely missing, please contact us via our website as soon as possible so that we can investigate.
What Information Do We Need?
To help us investigate the issue quickly, please provide:
Photos of the parcel or parcels you received, including a clear photo of the delivery/shipping label.
A photo of the packing slip included with the order, if applicable.
Details of exactly what item or items are missing.
If possible, photographs showing the condition of the packaging when it arrived, particularly if there is any visible damage or evidence that the parcel may have been opened or tampered with.
How We Investigate Missing Items
Our warehouse maintains detailed fulfilment records for dispatched orders. These can include information about which operator packed the order, what was packed, the recorded weight of the parcel and the shipping information provided to the courier.
By comparing these records with the information and photographs you provide, we can investigate what was included in the original shipment and determine where the discrepancy occurred.
This allows us to establish whether the item was split into a separate shipment, omitted during packing, or potentially lost or damaged during transit, and take the appropriate action to resolve the issue.
If you think something is missing from your delivery, please contact us promptly rather than assuming that the remaining parcel is simply delayed. The sooner we can investigate, the easier it is to trace the shipment.