Order Status
Orders are looked up by reference. This page explains where the reference comes from and what to include when you ask for a status.
Where to find your order reference
The confirmation email issued at order time contains the reference. If the email cannot be located, contact customer service with the delivery address, the approximate order date, and the items purchased so the order can be identified.
What to include in a status request
Send one email containing: the order reference; the delivery address as entered at checkout; and, if the question is about a specific line, the SKU or product link for that line. This is enough to confirm receipt, current stage, and the expected next update.
Status stages
Orders move through confirmation, preparation, dispatch, and delivery. A tracking number, when issued, is sent by email and marks the start of the carrier's delivery window described on the Delivery Information page.
Late or missing deliveries
If the delivery window has passed, contact customer service with the reference. Late-parcel cases are confirmed with the carrier before a replacement or refund decision is made under the Return Policy.