Why has this happened?

A delivery may be unsuccessful for a number of reasons. In some circumstances, the carrier may be unable to complete the delivery and may need to return the parcel to a depot or collection facility while waiting for further instructions.

• If there is no safe place to leave the parcel or the carrier cannot access the property, it may be returned to the depot. This can happen if the property is secured, access details are missing, or leaving the parcel unattended risks damage, loss or theft. Further delivery instructions may be required.
• Delivery may also fail if the parcel is not collected from the nominated collection point within the specified timeframe. Uncollected parcels may be returned to the carrier’s depot or sent back to us.
• An incomplete or incorrect address may prevent delivery. Missing unit, apartment or building details, an incorrect street address or invalid postcode may require the carrier to verify the address or request more information before trying again.

The carrier may contact you for updated access or delivery details, to confirm the address, arrange a suitable time, or organise a safe place or alternative collection. Responding promptly can help prevent delays, depot storage or return.

If the carrier does not receive a response in time or suitable instructions cannot be confirmed, your order will ultimately be returned to us. Please respond promptly to the carrier or our customer service team and check that your contact details are correct.

Next steps

If your order is returned to our warehouse, we’ll contact you to discuss next steps. Depending on the circumstances, we may be able to re-deliver it to the same or a new address. Please note that additional re-delivery fees may apply if the order was returned because it wasn’t collected from the collection point or carrier re-delivery requests were not responded to in time. Any applicable charges will be explained before a new delivery is arranged.

If you have any questions or would like to enquire about the status of your order, please submit a request through our Contact Us page. Our customer service team will be pleased to review your enquiry, provide further information and assist with any necessary arrangements to help resolve the delivery issue.