Want to know where your parcel is? Here's what you need to know about tracking, delivery times, and what to do if something goes wrong.
How to Track Your Order
Steps to track in 2 minutes:
- Find your tracking email
- Subject line: "Order Dispatched" or your order confirmation
- Can't find it? Check your spam or junk folder
- Click the tracking link in the email OR use our tracking page
- Enter your order number and postcode
- See live updates as your order travels to you
For more details on tracking with the Evri Parcel app, see our dedicated tracking guide.
Delivery Timeframes
| Delivery Type | Timeline |
|---|---|
| Standard UK Delivery | 2-4 working days |
| Next Day Delivery (Also applies to Reward & Reward VIP members) |
1 day if ordered before 8:30pm Weekend orders (Sat/Sun) process on Monday for Tuesday delivery |
| Express Delivery | Currently unavailable (normally 2 days) |
| Click & Collect | 2 working days |
| Evri Parcel Shop (Evri tracked, previously Hermes) | 3-5 working days |
| Fashion Finder via Concierge Service | 3-5 working days |
| Republic of Ireland Standard | 4-6 working days |
Working days: Monday to Saturday (not Sunday or Bank Holidays)
No delivery on Bank Holidays, including Christmas Day, Boxing Day, or New Years Day. Please check whether next day delivery is available to your postcode – some postcodes require an additional 48 hours.
On Delivery Day: What to Expect
- Delivery window: 8am-9pm (couriers cannot give exact times)
- Time slot email: You may receive an optional time slot notification from your courier
- Multiple items: May arrive on different days if shipped from different locations
- No specific time: Our Customer Services team are unable to confirm a specific date or time of delivery
Your Order Is Split Across Multiple Parcels
Sometimes we ship from different locations, so you might receive:
- Parcel #1 from warehouse (Evri tracked)
- Parcel #2 from store (Royal Mail tracked – separate tracking email)
You'll receive separate tracking for each parcel. Both are normal – allow a couple of extra days for all parts of your order to arrive.
I Wasn't Home – Courier Couldn't Deliver
Couriers attempt delivery 3 times across 3 days. You can:
- Use the Evri app to redirect to:
- A safe place at your home
- A neighbor
- Local Evri Parcel Shop or Locker
- Call the number on the courier's delivery card to reschedule
- Pick up from your nearest Evri Parcel Shop or Locker
Shows "Delivered" But I Haven't Received It
First, check everywhere:
- Porch / doorstep
- Garden / side gate
- Neighbor's house (courier may have left it there)
- Local Evri Parcel Shop
- Garage / shed / safe place
Still missing?
Report your missing parcel to us. Your parcel is insured and we take this seriously. We'll investigate and refund or replace your order within 5-7 working days.
What we'll need:
- Completed and signed Missing Order Claim statement (required)
- Crime reference number (if available and requested)
Due to an increase in falsified delivery claims across the industry, we have implemented a robust investigation procedure. This process may take up to 7 working days to complete.
My Order Is Late
Allow 2-3 extra days for unforeseen delays (especially during busy periods).
If your order is still late after the extra days and past the delivery window, report it to us and we'll investigate. Please note: Our team cannot investigate orders that are still within the standard delivery timeframe.
To report a late delivery:
- Click to report late delivery on our site
- Include your order number and as many details as you can
- Our team will look into it once past the delivery window
Important Information
Limitations:
- Our Customer Services team are unable to investigate the location of your order whilst it is in transit within the delivery timeframe
- Use tracking link in your despatch email for real-time updates during transit
- Report issues only after the delivery window has passed
Multiple Parcels:
- Some items may be dispatched from our stores
- Store parcels come with separate Royal Mail tracking emails
- Allow extra time for all parts of your order to arrive
Need Help?
For questions about your specific order, please contact customer services with your order number and as many details as you can provide.