It gets to you, or we put it right.
A tracking page can sit perfectly still while the parcel underneath it keeps moving. The scans arrive in bursts and fill the gap later. And on the rare occasion a parcel goes astray or turns up damaged, we send another or give you your money back.
Questions we get most
Nothing has appeared on my tracking yet
That is ordinary in the first week. A parcel is scanned when it reaches a sorting point, not when it leaves our shelf, so the page stays blank until then.
The page has sat still for days
Almost every parcel pauses somewhere around day 9 to 15. That is the stretch where it passes between delivery partners and nobody scans it. We watch orders that stop moving and chase them ourselves.
How long until it reaches me?
Reckon on 6 to 15 business days in all: 1 to 3 while we take it off the shelf and box it, then 5 to 12 on the road to you.
I need it in hand by a particular day
Tell us the day. While it is still with us we can change a size or call the whole thing off. Once it has gone we will say plainly whether it is likely to make it in time.
Can I still change something, or call it off?
Yes, right up to the moment it leaves the packing bench: the address, the size, or the order altogether.
The page says delivered and I cannot see it
Have a look in the mailbox, around the door, in any spot you use for parcels, and next door. Still nothing after 48 hours? Write to us and we will ask for the delivery photo.
It came, but something is not right
You have thirty days from the day it arrives to swap it or send it back, and the postage is ours in both directions. Send one photo and I will set it moving.
“If the page stops moving, if your parcel is running behind, or if what came out of the box is not what you pictured, it comes to me. Write even about something small. I would far rather answer twice than leave you wondering.”
Elise Customer care, Maple Bella