My Delivery Didn’t Turn Up

If your delivery was due but did not arrive, we know how frustrating that can be. This guide explains what to check first, some of the reasons a delivery may not have gone ahead as planned, and how to let us know if you still need help.

What should I do if my delivery didn’t turn up?

If your delivery has not arrived, the first step is to check whether you have received any recent emails, text messages or calls from us. In some cases, there may be an update about your delivery slot, a delay, or an issue that has affected the planned delivery.

It is worth checking:

• your inbox

• your spam or junk folder

• any recent text messages

• any missed calls or voicemail messages

If you have not received any update and your delivery window has passed, the next step is to let us know.

Why might a delivery not turn up?

There can be different reasons why a delivery does not go ahead as expected. For example, there may have been a delay on the route, a problem affecting the delivery vehicle, or an issue that meant the delivery could not be completed safely that day.

In some cases, there may also be a scheduling issue or a last-minute problem that affects the planned delivery slot.

What information should I include?

To help us look into the problem as quickly as possible, include:

• your full name

• your order number

• the delivery address

• the date your delivery was due

• a short description of what happened

Providing clear details helps us review your order and understand what may have caused the problem.

How do I report that my delivery didn’t turn up?

If your delivery was due but did not arrive, please use our Support Form.

This is the best way to make sure your query reaches the right team and can be reviewed as quickly as possible.

Need help with a missed delivery?

Use our Support Form to let us know that your delivery did not turn up.