Whether you have a MyAccount or checked out as a guest, it’s easy to track your order and stay up to date on its status.
For MyAccount
If you placed your order while signed in, just follow these steps to check its status:
1. Sign in to your account.
2. Go to Order History.
3. Click on your order to see tracking details, estimated delivery date, and item status.
For Guests and MyAccount
You can view your order using your order number and postal code. Be sure to register for MyAccount to track future orders more easily.
Delivery Timing and Tracking
Standard Delivery
Shipping is free for orders over £30, orders under £30 will have a fee of £3.50.
Most orders are delivered next day but sometimes delivery can take up to 5 days . High sales volumes, public holidays, weather, or delivery issues (like an incomplete address) may cause delays. Once your order ships you’ll receive an email with your order details with a link to view more details online. You can also access this information by following the steps above.
Note: At present, we are only able to accept orders that are placed by consumers within the Mainland UK and that are shipped to a Mainland UK address.
Any orders that are attempted to be placed using a credit/debit card that is not registered to a UK address will not be accepted.
What you’ll be able to see:
- Estimated delivery date
- Order Status
- Carrier
- Tracking Number
You will also receive updates through our carriers.
If you are not home when the carrier delivers your package, they will leave your package in a safe place or with a neighbour. Safe places include a porch, garage, shed or outbuilding, or another secure location. You can specify where you’d like the carrier to leave your package through their website or app if you know you won’t be home.
If there is no safe place available, our carriers will make multiple attempts to deliver and then will route the package to a collection point. If dropped off at a collection point, you’ll have 7 days to pick up your package before it is returned to our warehouse. You’ll be able to see in your tracking details where the package has been dropped off.
If your order includes multiple items, you may receive them in separate deliveries.
Tracking may not update right away for several reasons - your package could still be in transit even if it looks like it has stalled. If it’s been more than 3 days since your last update, please contact us using the contact us link so we can help.
Warranty replacement orders may be waiting for your proof of purchase or the return of the original item. Your replacement will be shipped once we have received and processed the return or proof of purchase (up to 10 business days).
Understanding Your Order Status
Understanding what each status means can help clarify where your package is on its journey to you.
| Order Status | What It Means |
| Order Placed | We have received your order, and you are in the cancellation window meaning you can still cancel the order. |
| Preparing to Ship | We're getting your order ready. You can no longer cancel your order |
| Awaiting Carrier Pick-up | Your package is packed and waiting to be picked up by the delivery service. |
| In Transit | Your package is on the way to you. |
| Out for Delivery | It’s on the truck and heading to your address. |
| Delivered | It’s here! Your package has been marked as delivered. |
| Cancelled | Your order has been cancelled. |
If your tracking shows as delivered but you haven’t received your order, we suggest checking all possible drop off locations, including porches, garages, side doors, and with neighbours. If you still can’t locate your order, contact our team using the contact us link and we’ll help resolve the issue.
Changes to my order
If it’s been less than 30 minutes from the time you have placed your order, you can cancel the order and place a new one with any changes. Simply access your order through MyAccount or the Order Status page and click on “Cancel my order”.
After 30 minutes, we are unable to make changes to your order. We recommend taking the time to fully review the details of the order before submitting it and ensure the following information is correct:
- Shipping and Billing Address
- Contact Information and Phone Number
- Items ordered
Once the order has been shipped, if the address is incorrect, you may be able to request a hold through the carrier directly. If you no longer want your order, please wait until it has been delivered to start a return. To avoid delays in your refund, please do not return to sender.
FAQs
Where can I find my estimated delivery date?
Check your tracking email or order summary online for estimated delivery information.
Where do I find my tracking number?
Check your tracking email or order summary online for your tracking number and carrier information.
Can I change my delivery address?
Unfortunately not. To change your address, cancel your order within 30mins and re-order with the correct address. Alternatively, contact the carrier after it has shipped.
When will I get my order?
Most orders are delivered next day; however it can take up to 5 days.
Why hasn’t my tracking information updated?
There may be a delay in carrier updates to your tracking. If it hasn’t updated in 3 days, please reach out to us and we can help track your order
Why did I only receive part of my order?
We work to get you your order as quickly as possible. Because of that, some items ship separately and may arrive on different days. You can track each shipment individually using the tracking links through MyAccount or the Order Status page. Missing an accessory or part? Depending on the item, these might be included in the box with your unit, so be sure to check all packaging carefully.
What should I do if my order shows as delivered, but I didn’t receive it?
Sometimes packages are left in hidden spots or with a neighbour. Double-check your surroundings and ask others in your household. Still can’t find it and it shows as delivered for more than 24 hours? Contact our team, we are here to help!
Why is my order still in “Preparing to Ship”?
Warranty replacements may require a return or proof of purchase. We will send out your replacement order once we receive your information or package.