To see if your package has been delayed, you can visit our Track page and enter your shipment or reference number.
Alternatively, you can get in touch by using the "Chat to our team" or "Email us" button at the bottom right of this page or send us a message via Facebook/Twitter by clicking on the icons at the top of this page.
Our customer service teams are available Monday – Friday between 07:00am – 22:00pm and endeavour to get back to you within 3 working hours but if your query is sent to us out of hours, we’ll respond during opening hours.
Unfortunately unforeseen circumstances outside of our control can sometimes cause deliveries to be delayed. The most common reasons for deliveries to be delayed in the UK or abroad can be down to insufficient packaging/protection of a parcel, if the correct carriage has not been paid for the exact size and weight of your parcel or if the contents of the parcel contains restricted or prohibited items.
Internationally, there can also be delays if the paperwork/customs documentation has incorrect/lack of relevant information.
Forces outside of our control can also cause delays – such as extreme weather (heavy snowfall, flooding, fires) or strikes in the destination country.
Finally, it is important that you do not wrap your parcel in black plastic; automated sortation machinery is unable to process it, meaning your parcel will be delayed.