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Where is my order?

I've placed an order but I haven't received a dispatch email yet.

If you've not received a dispatch email, it's likely that we've not dispatched your order yet. This might be because we're still waiting for stock to arrive, or you've chosen standard delivery and your order isn't due to be delivered quite yet. 

If you placed your order through our website, you should have received an order confirmation email displaying the delivery date, or estimated delivery date range. Please check this before getting in touch. If you are concerned that your order is late, please contact your team and we'll do everything possible to put things right.

I've only received part of my order

Depending on what you have ordered, you may receive multiple deliveries for your order. If you placed your order through our website, you should have received an order confirmation email and this will indicate if your order is due to be delivered in more than one consignment. This information would also have been provided up-front in the checkout process when ordering online.

We recommend checking within the boxes of items you have received. It's common for us to package smaller items safely within the boxes of larger items to prevent them from going missing on their way to you.

If you believe you are still missing items from your order and you expected them to all arrive together, please get in touch and we'll put things right.

I've received a dispatch email but I've still not received my order

Standard deliveries typically take place between 1 and 3 working days following dispatch. Smaller orders are often delivered on the next working day by either DHL Parcel UK or DPD, and both of these couriers will send SMS/email notifications to the contact information you provided us. 

For larger deliveries and deliveries of fragile items such as glass and ceramic, the delivery partner will contact you via SMS, email or telephone the day or evening prior to delivery, and in most cases will be able to indicate an approximate time slot, or offer an alternative delivery day if unsuitable. There is no need to contact us unless it has been more than 3 working days since your dispatch email, as the delivery partner will not contact you until your order has been routed on the day/evening prior to delivery. If the day or time slot communicated to you at this point is unsuitable, you will be able to reply to the delivery partner directly and arrange an alternative.

You can find out more about how our deliveries work, or speak to our customer service team and we'll be happy to help. 

I've been given a delivery date/time of today and it's running late

Our delivery partners will normally let you know in the unlikely event of a delay, so keep an eye out for an SMS/email or telephone call. If you are expecting a delivery and it's running late, you can normally contact the delivery partner directly. Alternatively, you are welcome to contact our team and we'll do our utmost to put things right.

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