Why Wasn’t My Order Delivered?

If your order was not delivered as expected, there can be a few different reasons why this may have happened. This guide explains some of the most common causes, what to check first, and how to let us know if you need help.

Why might my order not have been delivered?

Sometimes a delivery cannot go ahead as planned because of an issue on the day or a problem identified before the delivery could be completed.

Common reasons may include:

• a delivery delay or scheduling issue

• a vehicle or route problem

• an access issue at the property

• a safety concern that prevented delivery from going ahead

• a last-minute issue affecting the order or delivery arrangements

If your order has not been delivered and you are not sure why, the best first step is to check whether you have received any recent emails, text messages or phone calls from us.

What should I check first?

Before reporting the issue, it is worth checking:

• your inbox

• your spam or junk folder

• any recent text messages

• any missed calls or voicemail messages

There may already be an update explaining why the delivery could not be completed or what the next step will be.

What if I still do not know why my order was not delivered?

If you have not received an update or you still need help understanding what happened, please let us know using our Support Form.

To help us look into the issue, include:

• your full name

• your order number

• the delivery address

• the date your delivery was due

• a short description of what happened

The more detail you can provide, the easier it will be for us to review your query and point it to the right team.

What if there was an access problem?

If you already know there was a problem accessing the property or completing the delivery safely, you may also find this guide helpful:

• There Was an Access Issue With My Delivery

How do I report a delivery problem?

If your order was not delivered and you need help finding out why, 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.

Looking for a different type of support?

You may also find these guides helpful:

• There Was a Problem With My Delivery or Order

• My Delivery Didn’t Turn Up

• There Was an Access Issue With My Delivery

• My Product Arrived Damaged or Faulty

• I Am Missing Parts From My Order