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When will my order be delivered?


If you are unsure when you order will be delivered, please sign onto to the Track your Order section with your order number and delivery postcode.

This shows you the delivery timescales on each order line along with the current status of each of the order lines. Click on the Click to toggle detail button to find out what each status means.

If your order has been dispatched, please check the tracking information to find out when your item(s) will be delivered.

If you find that an order line is not showing as dispatched and you are over your delivery timescale, please check your status notes within the Track your Order section to see if there are any details about a delay to your order or any further security checks being carried out which can delay the shipment of your order.

If there are no notes suggesting a delay, please contact us via the Track your Order section.


My tracking isn't very clear?


If you find that within our Track your Order section, the tracking doesn't show much information, please click on the courier's website link and key in your tracking number as the tracking information on the courier's website will always be more up to date.

If this still does not make sense, either contact the courier directly quoting your tracking number or please contact us via the Track your Order section.


My tracking is showing as delivered but I have not received it?


If you have checked the tracking within our Track your Order section, and it is showing as delivered but you have not received the goods, please check the following:

- Please check if the courier has left a card which may have a note written on it to indicate where the parcel was delivered to.
- Please check if the courier has left your item(s) in a secure location (in a garage, shed, behind your bins, behind your gate etc.).
- Please check with your neighbours to see if they have accepted your parcel for you.

If you have still not located your parcel, either contact the courier directly quoting your tracking number or please contact us via the Track your Order section.


My order has been delayed but I am happy to wait?


If you have been informed of a delay and you are happy to wait, you do not need to inform us. Your order will be kept on file and dispatched as soon as stock arrives. We allocate stock in strict order number sequence.


 
My order has been delayed so I wish to cancel the order?


Further details can be found on our Order Cancellation section on how to notify us that you wish to cancel part or all of your order.


My order has been delayed so I wish to change to an alternative product?


Further details can be found on our Order Alterations section on how to notify us that you wish to cancel part or all of your order.


 
The Status is showing Manufacturer Advised but there is no tracking?


If your order line(s) are showing as Manufacturer Advised, this means your item is being fulfilled by the manufacturer to deliver directly to you and we are unable to provide tracking details on these deliveries.

For Tutti Bambini products, please email or visit their FAQ section at the following link http://www.tuttibambini.co.uk/default/about-us/contactlink.html.
(Please include your order number, the product name and your name and address.)

For all other products, please contact us via the Track your Order section so we can contact the manufacturer to find out further details for you.


 
The Status is showing as Dispatched but there is no tracking?


If your order line(s) are showing as Dispatched, you should have tracking details within the Track your Order section. If no tracking information is available, please contact us via the Track your Order section so we can check the order.


Only part of my order has arrived?


Please sign onto to the Track your Order section with your order number and delivery postcode.

This shows you the delivery timescales on each order line along with the current status of each of the order lines. Click in the Click to toggle detail button to find out what each status means. Orders can be split, so part of your order may have already arrived and part is to arrive at a later date.

If you find that an order line you are missing is not showing as dispatched and you are over your delivery timescale, please check your status notes within the Track your Order section to see if there are any details about a delay to your order.

If there are no notes suggesting a delay, please contact us via the Track your Order section.


I have not received all of the goods that are showing as dispatched


If you have received your delivery and all the items are showing as dispatched within the Track your Order section, please check the following:

- Please check how many boxes were dispatched to the courier compared with how many have been signed for upon delivery. If you are any boxes short, please contact the courier to find out when the missing boxes will be delivered.

- Smaller items are often placed into the larger boxes so please check inside all the boxes that have been delivered to check if they have been received.

If this has not answered your query, please contact us via the Track your Order section.


I have received the wrong item?


We may use recycled packaging if the original box has been damaged or for goods received from the manufacturer with multiple pieces in a single box. Therefore please could you ensure that you have opened the box to check the contents.

If the contents of the box are not what you have ordered, please contact us via the Track your Order section with your order number and the item received.

Should the parcel be refused or returned without checking, a 16.50 returns charge will be applicable.


My item(s) have arrived damaged?


If you have received your delivery but the packaging looks damaged, please do not refuse delivery unless you have checked the contents are also damaged. If you have checked the contents of the box and can see that they are damaged, please go to our Report a Fault section.


My item(s) have arrived damaged?


We may use recycled packaging if the original box has been damaged or for goods received from the manufacturer with multiple pieces in a single box. Therefore please could you ensure that you have opened the box to check the contents.

If the contents of the box are not what you have ordered, please contact us via the Track your Order section with your order number and the item received.


My order is on pre-order, can you tell me when in the month it will arrive?


Pre-order items are a rough estimate as to when the stock will be delivered to you and can by any time up to the end of the month quoted. Our purchasing team will keep you fully updated on the progress of your pre-order within the notes on our Track your Order section. Unless a date is specified within the notes, we do not currently have one for the item(s).

If we are past the pre-order month, please contact us via the Track your Order section.


Security Checks


Various security checks are carried out when placing an order. If your invoice address is flagged as not matching your card registered address or if you choose to have your items delivered to a different delivery address to your card registered address, your order will be sent through to our fraud department for further security checks and your order will be put on hold. You can check if your order is being screened by checking on the Track your Order page and looking at the Notes section.

To help speed up the release of your order, please contact us via the Track your Order section with a landline telephone number for us to perform the security checks with you. Please ensure you quote your order number.


Can I get a invoice for my order?


We do not send out invoices with the parcels so if you require an invoice, these can be printed off with our Track your Order section.


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