Tracking says delivered, but the parcel is missing

Check the delivery details and let support know promptly.

1. Check the carrier’s delivery photo or location note, your safe place, mailroom and other household members. Ask neighbours where appropriate.
2. Check that the order’s delivery address is correct.
3. Contact support with your order number, tracking number and the checks you have made. If you have already contacted the carrier, include its reference.

You do not need to wait for a carrier investigation to finish before telling us. Support will explain the investigation and available next steps; a tracking scan alone does not establish where the parcel is.

Carrier checks

Sometimes a delivered scan appears before the parcel arrives. Check again over the next 24 hours, but let support know now. In the US, open a USPS Missing Mail search if the parcel qualifies; in the UK, contact Royal Mail with the tracking number. Send support any carrier case number. We will investigate with the carrier and arrange a replacement when the parcel is confirmed lost.