Order Support
Find the information to prepare when you need help with an order, delivery or item received.
What information helps you locate my order?
Include your order number, the email used at checkout and a brief explanation of the issue. If you cannot find the order number, explain what information you do have. Never send your account password or full payment card details.
Can I change my address or items after ordering?
Contact us as soon as you notice an error and describe the requested change. Whether an update is possible depends on the order's processing status. Do not assume that sending a message automatically changes or cancels an order.
Where can I look for tracking information?
Check the order confirmation, any shipping notification and the order-status link provided for your purchase. If tracking has been supplied, use the carrier's tracking page for the latest available scan. Contact us if you cannot find the information.
What should I do if an item is damaged, incorrect or missing?
Keep the items and packaging while you prepare your enquiry. Provide the order number, describe what you expected and what arrived, and include clear photos where relevant. The next steps depend on the details of the order and the applicable policy.
What if tracking says delivered but I cannot find the parcel?
Check the delivery details, the address on the order and any location information provided by the carrier. Ask other people at the address whether they received it. If it is still missing, contact us with the order number and tracking reference; this FAQ does not promise a specific claim outcome.