What to do if tracking stands still

Short answer: Give it a day first, as time often passes between two scans. If tracking stands still for more than two working days, write to customer service with the tracking number so the parcel can be followed up with the carrier.

A day without a scan is normal

A parcel can spend a night at a depot without being scanned, and it then looks as though nothing is happening. Usually something still is, as the parcel is sorted and loaded onward. That also applies to an order from the range for women, which travels the same route as every other parcel.

Why the status can stand still

Tracking only shows the places where the parcel is scanned, not every mile of the journey. Between two depots it can travel for hours without a new line. Weekends and public holidays make the pause longer because fewer routes run. Count in working days rather than hours when judging whether something is wrong.

Check what you can check yourself

Before writing, look at the address in the order confirmation and see whether the carrier has sent a text or email. Sometimes the parcel is waiting at a parcel shop, or a detail is missing from the address. It takes a couple of minutes and solves quite a few cases early.

After two working days it is worth writing

If the status has not moved for two working days, it is worth having someone look at it. Send the tracking number and order number in the same email so the case can be found at once. That also applies to a parcel with a bamboo bra you would like before the weekend.

What to put in the email

Write briefly when you ordered, what the latest tracking line says and which address the parcel is going to. Put the order number and tracking number at the top. The clearer it is, the fewer questions come back, and the faster customer service can contact the carrier and start a trace.

A trace takes a few days

The carrier searches for the parcel, and it usually takes three to five working days before there is an answer. Meanwhile the case is registered, and you do not need to write again every day. That also applies to a pair of socks for women, whose small parcel can end up in the wrong place.

While you wait

Keep an eye on the tracking, as many parcels turn up again while the trace is running. If the parcel arrives, let customer service know so the case can be closed. If it does not, you will hear back once the carrier has finished searching, and a solution will be found.

If the parcel does not turn up

If the parcel is lost, a new one is sent or your money is refunded. You do not have to pay for a parcel that went missing on the way. It rarely comes to that, but knowing what happens makes the wait less stressful than it needs to be.

Frequently asked questions

Should I contact the carrier myself

You can, but customer service can do it for you and often has a direct line to the carrier, which makes it easier to get a trace started.

What if the parcel is lost

Then a new parcel is sent or your money is refunded once the carrier has confirmed that the parcel cannot be found in their system.

How long should I wait

Two working days without movement in the tracking is the limit. If it stands still longer, write to customer service with the tracking and order numbers.