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Can I track my order?
To find out if your item is trackable please follow the below steps:
Step 1 – Please refer to 'Your order is on the way' email. For every item in your order a track your item link will be available.
Step 2 – Upon clicking the track item link in the email, this will take you to the tracking service for the courier delivering your item. Orders may be delivered by different couriers, so you may need to track each item in your order.
Step 3 – The level of tracking information varies by courier; if you would like any further information, please contact our customer services team.
Unfortunately the following orders cannot be tracked:
• Click & Collect. These orders are delivered via our local store fleet and, therefore, we do not offer tracking for Click & Collect items. You will, however, receive a 'Your order is ready for collection' email to let you know when your order arrives in your chosen store.
• Furniture orders. You will receive regular email updates on the status of your order and our furniture team will contact you near the delivery date to book a specific delivery slot.
• Selected products. Some of the products on our website come from different suppliers, who do not offer tracking.
- What does my order tracking status mean?
If you are able to track your order, you will see one of the following status updates:
Status Description Created Your order has been created on our system and will be processed shortly Supplier Order - In Progress Your order has been created on our system and passed to our fulfilment centre for processing Routed to courier Your order has been routed to the courier. Cancelled Your order has been cancelled Cancelled - unable to fulfil - payment reversal Your order has been cancelled due to stock availability, no payment has been taken. Cancelled - unable to fulfil - payment refunded Your order has been cancelled due to stock availability. We have processed a refund to your payment card. Return received Your return has been received. However, if goods have been addressed to the incorrect warehouse there may be a short delay in your refund being processed while the goods are being re-directed. Order ready for collection Your order is ready for collection at your chosen store.
Please note: You must collect your order within 14 days of receiving your notification email.
Collected Your order has been collected. Return in progress We are processing your return. Return refund complete We have processed your return.
Please note: Some banks may take longer than others to process refunds.
Carrier Tracking Statuses
Status Description Pre-Advice Loaded Our fulfilment centre has received your order Manifested for Delivery We have informed our courier to expect your order and plan it in to their delivery route Courier Received Our courier has received your order and will plan their delivery Order generated Your order is ready for delivery and has entered into the courier system. Receipt at depot Your parcel has been received at the depot. Processed at depot Your parcel has processed through the depot operation and is ready for onward despatch to the courier. Out for delivery to courier Your parcel has left the depot for delivery to the courier. Courier to re-attempt The courier has attempted to deliver your parcel and will try again. You will receive a card to confirm delivery has been attempted. Delivered to Your parcel has been delivered.
- My order is late, what should I do?
Please use the tracking link in 'Your order is on the way' email. Sometimes things do go wrong, and if your parcel has not arrived as expected please accept our apologies.
If your parcel is more than 2 days after the estimated delivery date (found on your order confirmation email), please contact our customer services team.
- My furniture order is late, what should I do?
Please check the expected delivery date on your confirmation email. If it is after that date, please contact our Customer Care team here.