There are a few reasons why this might happen. Please check with your local courier before contacting us.
If you received a 'delivered' email from us. Please firstly check the tracking on the courier's website. It might be that your parcel has not been delivered yet but in fact, just reached your local customs.
Sometimes, the 3rd party tracking website we use 17track.net does not show the full information, so you must check the actual courier's tracking website first. There might have actually been a missed delivery and they will reattempt to deliver your parcel or your parcel is in the post office ready for collection.
If you find that on the courier's tracking website it still says it has been delivered then please check with your neighbours, concierge or if it is a work address, check with your colleagues.
To find the courier's tracking website, please go here: https://objekts.zendesk.com/hc/en-gb/articles/360008834018
Please wait 1-2 working days before you contact us as we find that for a lot of our customers, their parcel will turn up after 1-2 working days. After this time, please get a letter of non-receipt from your courier and let us know if your parcel is lost so that we can resend your items immediately.
In the event that the parcel has not been collected and you find that it has been returned to sender, please contact us immediately so that we can resend it. Unfortunately, we have no way of knowing when a parcel is being returned to us and it is your responsibility to keep track of your parcel and contact the courier if you have missed your parcel.
How can I contact you?
If you wish to get in contact with us regarding this, please do so through our Help Center Contact Form to ensure your query is handled and received by the correct department!
IMPORTANT: Please do not reply to one of our automated emails you have previously received. You will not get a response.