Ask everyone at the address and your neighbours, check any safe place and wait 2 business days. Still missing? Email us with your order number, confirming that no one at the address received it.
- UK and EU orders: your parcel is our responsibility until it comes into the physical possession of you or someone you name, including a safe place or neighbour you chose. If the carrier can't show that, we reship or refund it. If this happens more than once, we may require a signature on future deliveries.
- All other orders, including the US: the carrier's confirmation of delivery to your address counts as delivery. We replace a parcel marked delivered once per household in any 12 months. After that, we can only pursue it with the carrier.
Full details: Shipping Policy
