Shipping
My shipment is delayed
Tracking sometimes sits still for a day with nothing wrong. If nothing moves after 3 working days, contact the other party.
What is normal
- No scan after drop-off: the first scan can take up to a day.
- Stuck at a sorting centre: often one working day, longer in busy periods.
- "Delivered" but nothing seen: check with neighbours and your letterbox; for a pickup point you get a message with the collection address.
When to act
Tracking has not moved for 3 working days, or the parcel shows as undeliverable?
- Buyer: message the seller via the order. If they do not reply, report a problem — your payment is still held.
- Seller: open an investigation with the carrier using your proof of postage, and tell the buyer you have done so.
The confirmation window keeps running during an investigation, so do not wait until it is nearly over to report. As long as the order is not confirmed, we can step in.