Once your order has been sent, you will receive a despatch confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we're here to help.
Please can you check the following before getting in touch. If your order has been sent on a tracked service, check the tracking link via your despatch confirmation email to view the up to date tracking.
Sign into your account to check we have the correct delivery address for your order and your contact details are up to date. Check to see if you have a delivery card from one of our carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange redelivery. Check with your neighbours to see if they have accepted the parcel on your behalf.
Look in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.
If you still cannot locate your order we ask you to please allow 30 days to pass before reporting your order as missing.
If your ordered product is in stock in our Hong Kong warehouse, it will be delivered in the next working day from despatch. Other products will be despatched from our warehouse in the United Kingdom.
Free Tracked Delivery
All orders above HK$600 will be eligible for FREE tracked delivery.