Delivery questions
Written for the person receiving the delivery. If you are the one shipping with us, your account contact will get you a faster answer.
How do I track my delivery?
Use the tracking number in the retailer’s shipping confirmation, which may be different from your order number. Enter it on the tracking page to see the events recorded against the shipment. If you cannot find the number, ask the retailer or email delivery support with the order reference.
My tracking number is not recognised.
A number usually needs the first scan against it before it will resolve, so a brand-new one can come back empty for a while: the shipment exists, but nothing has been recorded against it yet. Check for a stray space or a missing character at either end first, since a pasted number often picks one up. If it still does not resolve a day after you were told it shipped, the sender is the fastest route rather than us: they can see the shipment on their account from the moment it is created, which is earlier than the point at which it becomes visible to you.
Nobody was in when the driver arrived.
The attempt is recorded against the shipment with the time it was made, and you will see it in tracking rather than having to ask whether anyone came. What happens next is set by the instructions the sender gave us for their deliveries, not by a policy of ours we could quote you here: different senders ask for different things, and it is their arrangement. So check the tracking page first to see what was recorded, then contact the sender if you need the arrangement itself changed. If a card was left, it will say what was decided for that shipment.
Can I change the delivery address?
Address changes are the sender's to make, not ours: they hold the order and the contract for it. Contact them and they will pass the change to us if the shipment has not gone too far to redirect.
Can I get proof that it was delivered?
Proof of delivery is recorded against the shipment, including a delivery event and timestamped photo where provided. Check the tracking page first. If the record does not match what you received, contact support with the tracking number and tell the sender as well.
It arrived damaged, or part of the order is missing.
Keep the parcel and photograph the outer packaging and contents. Contact delivery support through the claims page with the tracking number, a description of the problem and those photographs. Tell the sender too: the claim and any resolution are reviewed under the agreement for their shipment.
The tracking has not updated for a while.
Updates may be less frequent before the first scan or between facilities. Check the latest event against the delivery expectation given by the retailer. If that date has passed or the record needs explaining, contact the sender or delivery support with the tracking number.
I was not expecting a delivery from Ecom.
We deliver on behalf of the brands you order from, so the parcel will be from one of their orders rather than from us: our name is on the van and the tracking, and theirs is on the thing inside. The dispatch email you were sent will name the sender. If you cannot place the order at all, do not use a contact detail from an unexpected message: go to the retailer you think it is from, find your order in your account with them, and check the tracking number there against the one you were given. That is the only way to confirm it that does not depend on trusting the message.
I need to speak to a person.
Email delivery support with the tracking number in the subject line. Describe the issue and the help you need, including relevant photographs for damage or a missing delivery. The support and contact pages list the published inboxes.