We use trusted delivery partners, but couriers are third-party services — we don’t control individual drivers or decisions made at the point of delivery.
What we can help with
We can help with order-related checks, including:
- confirming your order details and delivery option
- sharing your tracking link and delivery updates
- confirming what the courier has marked on the tracking (e.g. delivered, safe place, neighbour)
What needs to be raised with the courier
If your issue is about driver behaviour or how the parcel was handled, this needs to be raised directly with the courier. Examples include:
- the driver was rude or unprofessional
- the parcel was thrown or left somewhere unsuitable
- instructions were ignored
- you want to make a formal complaint about a delivery
The courier can investigate the driver and delivery route using the tracking information.
Delivery instructions & safe place preferences
Drivers may follow delivery instructions provided at checkout and/or preferences saved on the customer’s courier account (for example, a saved safe place).
If tracking shows the parcel was delivered in line with those instructions, it is considered successfully delivered.
Need us to check something?
Email us your order number and we’ll confirm what the courier tracking shows.