I'm missing an item from my delivery, what should I do?

Updated 8 months ago by Abbie Salt

If you think you are missing an item from your delivery, before contacting our Customer Care team, we recommend checking the following:

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If you have ordered pre-order items, these will be sent when they arrive into stock.
  • You can also check if your order has been split into more than one parcel by logging into 'My Account' and checking my orders.
  • The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
  • If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same. Click here for tracking info.

If you have an item missing from your order, please let us know within 30 days of of your order being delivered and we’ll do our best to help you.


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