You may have received a text message or email, from our team, to let you know that we haven't been able to deliver your order.
Our Courier Partners let us know when there's been a problem and we then get in contact with you to see if we need to correct any information at the Courier's end to reunite you and your goodies.
Please reply to this text, or email, with the information requested below (please note it may be different information depending on what broke down):
- 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, we 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 we're delivery 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 that 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 or there just somewhere they cannot read to 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.
The courier has informed us that you had refused to accept the delivery. We'll need to know if this is correct & 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 haven't received this message from us, but you want to know how to track your order, read this article instead.