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Receiving a parcel FAQs

Below you’ll find answers to the questions we get asked most about receiving parcels from us. Learn more about tracking your parcel, our transit times, and rescheduling your delivery.  If you have a question that you can’t find an answer to, please get in touch with our Customer Service team who will be able to assist.

 

Where is my parcel? (+)

To find out where your parcel is, you can track it online or via the app.

How can I monitor the status of my package or parcel through the delivery journey? (+)

Each parcel has a unique shipment number. This is the number you'll need to enter when you want to track your parcel, which you can do online or via our app.

Delayed/late delivery? (+)

To find out where your parcel is, you can track it online or via the app. If you have any issues, please contact us via Facebook, X or email.

Bear in mind that there are some things beyond our control that may affect the delivery of your parcel. This includes things such as:

  • Extreme weather conditions
  • Insufficient packaging
  • The wrong size or weight entered at the time of ordering
  • Incorrect or missing customs information (if sending overseas)

My parcel is missing (+)

If you're expecting a parcel, and you believe it's lost, please contact the sender in the first assistance.

If you're the sender, please contact us via Facebook, X or email so that we can investigate.

 
 

 

 

 


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