You may receive more than one package, even if you ordered everything together. This could happen if:

The order contains multiple products or many items.
The order includes products with different delivery speeds.

Shipping products separately helps us deliver them faster and ensures each package is a manageable size for you and the delivery team.

If you have checked your tracking information for all packages and still believe part of your order is missing, you can report this issue using our order support flow. Using the flow will guide you through providing the necessary details for our Customer Specialists to assist you.

To report an issue about your order, follow the steps:

Go to the Help Centre and locate the "Need help with a recent order? Start here’ section. You may need to sign in to view orders.
Select an Action: From the options, choose I want to request help with my order.
Select Products Affected: Indicate which products in your order are missing or have not been received. If the entire order is affected, tick the Select all products box.
Describe the Issue: Select an issue from the drop-down menu (e.g., Products are late, missing or incorrect). Depending on your selection, you may be able to choose a more specific issue. You can also select several issues at once and provide a detailed description.
Upload Pictures: You can upload up to 4 pictures showing the product and the issue.
Review Details: Review the details of your request to ensure everything is correct. Click Continue to next step.
Select a Contact Method: Choose how you would like our Customer Care team to respond to your request. Options may include Callback, Live Chat or Email.
Confirmation: You will see a confirmation screen letting you know that we have received your request. You'll also receive a confirmation email after submitting your request.

Still have questions?

Still have questions?

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