Missing Order

We understand how frustrating it can be when an order doesn't arrive as expected. We're here to help you resolve the issue as quickly as possible. Please follow the steps below to locate or report your missing order.

Step 1: Check Your Order Status

• 1. Log in to Your Account: Visit our website and log in to your account.
• 2. Go to Your Orders: Navigate to the "Orders" section in your account dashboard.
• 3. Review Order Details: Check the status of your order. It might be marked as "Shipped," "In Transit," or "Delivered." If it says "Delivered" but you haven't received it, proceed to the next step.

Step 2: Verify Delivery Information

• 1. Check the Delivery Address: Ensure that the shipping address you provided is correct.
• 2. Look for Delivery Attempts: Check for any missed delivery notifications or attempts by the carrier. The package might be at a local post office or delivery centre.
• 3. Ask Neighbours or Building Management: Sometimes, packages are left with a neighbour or at a building's management office. proceed to the next step.
• 4. Delivery Information by Evri: Check the date, time, delivery image and a GPS location on the Evri tracking portal.

Step 3: Contact Our Support Team

If you’ve completed the steps above and still can't find your order, please contact our support team for further assistance. Provide the following information to help us resolve the issue quickly:

• • Order Number: Found in your order confirmation email or in your account's order history.
• • Details of the Missing Order: Include any relevant details, such as the items missing and the expected delivery date.
• • Preferred Resolution: Let us know if you would prefer a replacement, a refund, or another solution.

Step 4: Allow Time for Investigation

Our team will review your case to locate your order. This process may take a few business days. We’ll keep you updated throughout the investigation and notify you of the outcome.

Step 5: Final Resolution

Once the investigation is complete, we’ll provide you with the next steps. This may include reshipping your order, issuing a refund, or offering an alternative solution.