My parcel hasn't arrived

Updated 1 November 2026 · 1 minute read

Open the order in your orders. Each parcel shows when it shipped, its tracking number and when it's expected.

1. Check the tracking. The "Track" link on the parcel opens the carrier's tracking.
2. Message the store from the order page. Stores can check with their carrier and often resend.
3. Report a problem on the parcel if it still hasn't come. Do it within 14 days of the expected delivery: we hold the store's payment until it's sorted.

See buyer protection for how we decide.

Still stuck? Contact us; we reply within 2 business days.