My delivery was unsuccessful, what do I do?

Don't panic! 🧘 The first thing to do is to have another look at the tracking link provided in your shipping confirmation email. This will be where the courier makes updates to the current status of your parcel. If it's being returned to a depot, this often means that it will be dispatched on another delivery truck soon. 

Our courier partners will usually attempt delivery on a subsequent delivery run. It may not be the very next day, and can be dependent on the local operations of the courier, but fear not, we will ensure you get your goodies safely!

If your tracking page is displaying one of the below (or similar) statuses, this is generally what they mean:

Authority to Leave (ATL)

If you didn't specify delivery instructions on the checkout page, then 'authority to leave' will be the default - no signature required. The driver will normally look for a safe place to leave the package if no one is home at the time of delivery. Please make sure to check around your property, the package might be hiding somewhere!

If you can't find it, we'll need to confirm your full delivery address and whether there are any special instructions to ensure the courier driver knows where to find you. Please contact us.

Card left

The courier has told us they left a card at the address. It will usually be in your mailbox or somewhere near the entrance to the premises. The details of how to rearrange delivery are included on this card.

If you can't find it, the courier will need to confirm your full delivery address and whether there are any special instructions to ensure the courier driver knows where to find you. 

Incorrect/insufficient address

The courier could not complete the delivery because something was missing from your address.

Please confirm your full delivery address including your apartment number, floor level, building name or business name if you're ordering to a company address.

Unsafe to leave

The courier thought it was likely that your parcel would be damaged, or pinched, or they didn't like the look of your guard dog.

We'll need to know if there is a more appropriate address that we can deliver to, or if there is another location on the premises where we can tell the driver to leave the parcel.

No access to leave card

The courier could not gain access to your premises because of a gate/obstruction or they couldn't safely leave the parcel or card.

We'll need to know if there is a more appropriate address that we can deliver to, or if there is another location on the premises that we can tell the driver to safely leave the parcel.

Refused

The courier has informed us that you refused the delivery. We'll need to know if this is correct & if you'd prefer to cancel the order.

Or, if not, please confirm your full delivery address and whether there are any special instructions to ensure the courier driver knows where to find you.

If you order displays one of the above statuses, our courier partners will let us know that there's been a problem with your delivery. You may receive an email from us or the courier where we'll ask for your assistance in correcting or providing additional information so that we can reunite you with your goodies.

If you haven't received a message from us, your tracking link is not making sense to you or you still haven't received your parcel, please let us know - we'd be happy to help!

If you're still waiting on a parcel and want to know how to track your order, check out our tracking article.

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