I haven't received my order

We understand how frustrating it can be to wait for your delivery, and we’re here to help you get it sorted as quickly as possible.

Step 1 – Check Your Despatch Email

Once your order has left our nursery, we’ll send you a despatch confirmation email. This will include your tracking information so you can follow your parcel’s journey. If you haven’t received this email, please check your junk or spam folder.

Step 2 – Check the Estimated Delivery Times

Most orders are delivered within 6–10 working days from the date you place your order.

• Pre-order items will be despatched as soon as they are available.
• Orders may arrive in more than one parcel, so it’s worth checking whether other items are still in transit.

Step 3 – Track Your Order

If your order has been despatched, use the tracking details provided in your email to check the status directly with the courier.

Step 4 – If Tracking Says ‘Delivered’ but You Can’t Find Your Parcel

Sometimes parcels may be left in a safe place, with a neighbour, or at an alternative location specified in your delivery instructions.

• Check with neighbours or other household members.
• Look in sheds, garages, or other safe places around your property.
• Review the courier’s delivery photo or notes (if provided in your tracking link).

Step 5 – Contact Us

If your order hasn’t arrived after the expected delivery timeframe or you can’t locate your parcel or believe it has been misdelivered or you have only received part of your order, contact us immediately so we can raise an investigation with the courier or offer an alternative resolution.

If you require an urgent answer/resolution, please contact our Customer Service Team on 0333 210 0099 with your order number and delivery address.

Our team is available Monday to Saturday, 8am to 6pm.

Otherwise, please Send us a Message and provide:

• Your order number
• Your full name and delivery address

This will help us investigate with the courier and get your order to you as quickly as possible.