Where's My Stuff?

If you recently placed an order and you're wondering why you haven't received it yet, you should first check whether we've dispatched it to you:

1. Click the Your Account at the top of any page.
2. Click "Your Orders" and sign in.
3. On the next page you should see details of the order you're expecting. The order will be listed as Not Yet Dispatched, Dispatching Soon or Recently Dispatched.

Note: if you can't find the order in Your Account, it may be that you didn't place it. Click "View Basket" at the top of any page and see if the items you wanted to order are still there. If they are, click the "Proceed to Checkout" button and place your order. If you cannot find the order in Your Account or in your shopping basket, please check whether you have ordered using a different e-mail address, or the same e-mail address with a different password.

Marketplace orders

If you have ordered from a Marketplace seller, please click here.

This means your order hasn't yet entered the dispatch process. You can see a delivery estimate next to each item which is based on the availability of the items you ordered and the delivery preference you chose during the order process. If there are items with different availabilities (eg: in stock and 4-6 weeks), everything will be sent to you when the entire order is ready, unless you opted to have items sent to you as they become available (at extra postage cost) when you placed the order.

If you'd like us to dispatch the available items:

1. Click the "View Order Details" link.
2. Click the "Change" button next to "Delivery Preference" on the left-hand side of the page and sign in again if prompted.
3. Select "Dispatch my items as they become available (at extra postage cost)" then click "Confirm".

Wait!: did you choose Super Saver Delivery? Remember that the total delivery time (from when you place your order to when it arrives) for Super Saver Delivery is 2-4 days longer than for First Class delivery. Super Saver Delivery orders can take longer to leave our fulfillment centre.

This means your order has entered the dispatch process. It will leave our fulfilment centre as soon as it is ready, usually within the next 24 hours. You cannot change or cancel an order once it has entered the dispatch process.

Note: we do not debit any money from your account until just before the order is dispatched.

This means your order left our fulfilment centre on the date specified.

Despite our efforts, there can sometimes be unforeseen delivery delays.

Please wait until after the estimated delivery date has passed before contacting us about a missing order. You can find your estimated delivery date in Your Account

We recommend that you ask you local postal sorting office if they've already tried to deliver it and ask your neighbours if the package has been left with them.

You should also check that the delivery address you gave us is correct. Click the "View Order" button next to the order to view the delivery address.

If your order hasn't arrived after the estimated delivery date, please e-mail us and we'll do our best to locate it.