Track an order
What order tracking will show, and what you can do today while it is being built.
Order tracking is not published yet
There is no sign-in on this site yet, so there is no order history to open and no tracking to show. Rather than put a search box here that could never answer, this page says so. Nothing below collects an order number into a form that goes nowhere.
What this page will show
Once accounts and fulfilment are live, an order opened from your account will show the status it is actually in — placed, packed, handed to the courier, out for delivery, delivered — along with the courier’s own tracking reference, so you can follow the parcel on the courier’s network as well as ours.
To be supplied by the business
Which courier or couriers carry our parcels, and the tracking reference format a customer should expect. Rule 7(2)(a) covers shipment as well as delivery, so the carrier is part of the disclosure, not an operational detail.
Required by Consumer Protection (E-Commerce) Rules 2020, rule 7(2)(a)
If you have already placed an order
Contact consumer care with your order number and the delivery PIN code. These are the contacts published for exactly this purpose.
- Consumer care email
- Not yet supplied — a monitored e-mail address for consumer queries and complaints. Required by Legal Metrology (Packaged Commodities) Rules 2011, rule 6.
- Consumer care phone
- Not yet supplied — a reachable telephone number for consumer queries and complaints. Required by Consumer Protection (E-Commerce) Rules 2020, rule 4(3).
Raising a complaint about a delivery
A complaint about a delivery goes to the grievance officer, whose details and response obligations are on the contact page.
To be supplied by the business
The complaint-tracking route: rule 7(2)(e) requires that every complaint lodged through the platform is given a ticket number the consumer can use to track its status. Tickets exist in our data model; the customer-facing route into one has not been opened yet.
Required by Consumer Protection (E-Commerce) Rules 2020, rule 7(2)(e)
Delivery charges and timelines
What delivery costs, where we deliver and everything published about returns is on the delivery and returns page.