We're sorry to hear there is an item missing from your order. Before contacting Customer Services, we recommend checking the following:
- We may have sent your items in separate parcels via our carrier Yodel, this can happen if you have order large items such as wrapping paper, Christmas Trees and such. We ask that you kindly use the Yodel portal to track your order.
Sometimes parcels can be delivered at different times if they are sorted separately by the delivery courier. Most separated orders will be delivered within 24 hours of each other, but please allow a little longer over busy periods.
- If the item is missing from the shipping email confirmation, this does mean that this item will not be shipped and you will refunded/replaced as appropriate
- The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this. There can occasionally be a small delay in update between our stock management system at our website when displaying stock availability, usually when two customers are trying to place an order for the remaining item of a product simultaneously, and even more so during busy trading periods. If your item did become out of stock, we would email you to inform you that your order has been partially fulfilled and you will receive a refund (or a replacement, if this qualifies for the free item within the 3 for 2 offer)
If you have an item missing from your order, please let us know within 28 days of of your order being delivered.