We understand delivery issues can be frustrating — especially when you’re waiting for something important. This article explains how courier delivery works, what happens once a parcel is delivered, and where responsibility sits.
We ship using the option chosen at checkout
When you place an order, we book your parcel using the delivery option you selected. This includes the courier, delivery speed, and any delivery preferences (such as safe place or pickup point).
Please double-check your delivery address and preferences before placing your order, as these are the details the courier will follow.
When responsibility passes after delivery
Once a parcel is marked as delivered by the courier, responsibility for the parcel passes to the recipient — as long as it has been delivered in line with the instructions on the order or the courier account.
Safe place deliveries
A safe place delivery means the courier has left your parcel in a location they believe matches the delivery instructions provided at checkout or saved on your courier account (for example, behind a gate, in a porch, or similar).
After a safe place delivery, we’re unable to take responsibility for parcels that are:
- lost, taken, or interfered with after delivery
- damaged after delivery (including damage caused by weather, pets, or third parties)
Courier handling
Couriers are third-party services. While we work with trusted delivery partners, we don’t have control over individual drivers or how parcels are handled at the point of delivery.
If you believe a courier has ignored instructions or handled your parcel incorrectly, this is best raised directly with the courier using your tracking details so they can investigate.
If your item arrived damaged
If your item arrived damaged on delivery (rather than being damaged after delivery), please contact us as soon as possible with:
- your order number
- clear photos of the item
- photos of the outer packaging
Once we have this information, we’ll review the details and advise on the next steps.