What to do if the parcel does not arrive

Short answer: Check the tracking first, then the parcel shop and finally the neighbours. If the parcel is still missing two working days after expected delivery, contact the shop with your order number so they can trace it.

Tracking tells you the most

The tracking number shows where the parcel was last scanned, which points to where it has gone. If it says delivered, it has reached an address or a parcel shop. If it has stopped moving, it may be delayed on the way. This applies whether you ordered from all men's clothing or something else.

Read the tracking carefully

Tracking often shows several small steps, and the last one matters most. Note the date, time and place of the latest scan. If it says the parcel was left at a parcel shop, that is where to look. If it says it was delivered to the door, the next step is to look around your home.

The parcel shop forgets to tell you

A parcel can be waiting for collection without you getting a text or an email about it. Notifications are sometimes delayed or lost altogether. Ask at the shop with your order and tracking numbers, even when it is bamboo underwear for men or a small shipment.

Check with neighbours and by the door

Couriers sometimes leave a parcel with a neighbour or in a safe place by the door, such as behind a plant or in a shed. Check the obvious spots and ask your neighbours whether they took anything in. Many have a parcel lying around that they forgot to pass on.

Wait two working days

Parcels can be a day or two late without anything having gone wrong. So it makes sense to wait two working days after expected delivery before reporting it missing. It often turns up by itself in that time, and then the matter is settled without extra work.

Contact the shop, not the carrier

The shop has the agreement with the carrier and can trace the parcel in the system, which you cannot. The shop is also responsible until the parcel has been delivered to you. Write to them with the order number for your bamboo socks for men or the other item, and they will take it from there.

What to include

Give the order number, tracking number and delivery address in your message. Also mention briefly what you have already checked, so the shop does not ask the same questions. The more precise the message, the faster they can work out what happened and what comes next.

What happens next

Once the shop has asked for the parcel to be traced, it takes a little while for the carrier to respond. Meanwhile the shop keeps you updated. If the parcel does not turn up, the shop finds a solution with you. You do not need to contact the carrier yourself along the way.

Frequently asked questions

How long should you wait

Two working days after expected delivery. Many parcels turn up in that time, and if not, it is time to write to the shop with your order number.

Who is responsible

The shop, until the parcel has been delivered to you. That is why you contact the shop and not the carrier when a parcel does not arrive.

What should you include

Order number, tracking number and delivery address. Mention what you have already checked too, so the shop can move straight on with the case.