We’re sorry your order is incomplete. Very occasionally items are missing from an order when it’s delivered. This can be for one of three reasons:
Order Fulfilment Error
Missing items can be the result of a blip in the order fulfilment process. Either an order was not picked correctly, packed correctly, checked correctly or dispatched correctly. The process is rigorous, but we’re only human, and while errors are few and far between, they’re not impossible.
An Issue with the Carrier
You may have a missing item because the carrier has misrouted part of your consignment, resulting in the item being delayed. Very rarely, an item simply gets lost somewhere in the delivery system.
Ordering Oversight
Sometimes missing items are the result of an oversight when the order was placed. For example, a wrong item was ordered by mistake or the wrong quantity was entered. If you have an account you can view your order by logging into My Account. If you checked out as a guest, you could check you order using the confirmation email sent to you when the order was placed.
Next Step
To report a missing item please contact the customer support team as soon as you can (strictly within 30 days of receiving the order). You can either fill in the contact form, email or call us and we’ll take the necessary action to resolve the issue.
We’ll either dispatch the missing item as quickly as we can or arrange the carrier to deliver the short item as quickly as they can, by your chosen delivery method.
Note – it may take a day or two for us to investigate why your order was not delivered correctly so that we can remedy the issue in the most equitable way.
Contact us:
Submit a request
0800 0590 950 (Monday to Friday)