Dispatch Details

• Delivery of Your Items

Delivery of Your Standard Items

Delivery of your items can take anywhere from one to three full business days, depending on your location and the shipping method you select at Checkout.

Items that are shipping via a freight trucking company usually arrive within 7-10 full business days after leaving the warehouse due to their size and weight. Most oversized items shipped via freight trucking company leave the warehouse within ten full business days.

• Do you deliver to a work address?

Yes, we can deliver to a work address. In fact many people prefer to have their order sent to a place where they know someone will be available to take delivery.

On delivery day, don't forget to tell your work colleagues, reception or "goods in department" that you're expecting a parcel. This will make sure that they are aware of your delivery otherwise it may be turned away.

If you work in a large building with many staff, it may not always be possible for the driver to deliver the parcel personally to you. In these circumstances your order will be left as directed, often at a reception area where a signature would be obtained on your behalf.

• Has my order been shipped yet?

If you have placed an order you can monitor its progress through our system using My Account. Here you will be able to see when your order has been shipped, and if applicable track your order.

To view your order status click on My Account at the top of the page.

Enter your email address and password to sign in.

Click on 'Orders' on the left of the page to view your orders. The status of your order will be displayed by the side of each order. If you want more information about what different order status messages mean then click here.

• I want to track my delivery.

When we pack your order in our warehouse, it is automatically assigned a tracking number which will appear on our website straight away. However it takes a little time for the courier to collect your parcel and enter it onto their tracking system. This means that there can be a time lag of up to 12 hours between your order status showing as shipped and the tracking consignment information being available on the courier's website.

Some orders, especially for small items which are sent by First Class post are not able to be tracked as the Royal Mail do not offer this service. In these instances, your Order History will not offer tracking information, but will still offer order status and other details.

If you are able to track your order you can do so from My Account.

Sign in by entering your user name and password.

Click on 'Orders' to take you to your order history page.

If your order has been shipped and you can track it, then there will be a button labelled 'Track it' next to your order.

• My order should have been here by now.

If your order has not arrived you should check that your order has been shipped by logging into your account.

Click My Account at the top of the page.

Enter your email address and password to sign in.

Click on 'Orders' on the left hand side of the page to locate your orders and view order status.

If your order has been shipped it may take up to three business days to arrive. Depending on how your order was shipped you may be able to track its delivery. If the tracking service is available the words 'Track it' will appear next to your order status. This will take you to the courier's website to show you the delivery status of your order.

Check if you have received a Yellow Card
When Parceline attempt a delivery and no-one is in to provide a signature a yellow calling card is left to show they have attempted a delivery. A redelivery will be automatically attempted the following day.

Check with neighbours
Your parcel may have been left with a neighbour, especially if it was sent via first class post.

Delivery to a work address
If you have had your parcel delivered to a work address then it may have been left with goods in / Reception, or may have been rejected if they were not expecting the delivery

• No goods received although they have been shipped.

When your order status changes to 'shipped' your order has left our warehouse. Depending on the delivery service you selected your parcel will normally arrive in 1-3 business days. Business days are Monday to Friday excluding bank holidays in the UK and Eire.

Depending on your delivery service you may be able to track your order to find out when it is expected to be delivered. Deliveries made by Parceline can arrive anytime between 9:00am - 5:30pm on the day of delivery. Royal Mail deliveries should arrive with your normal post.

If no one is available to sign for or take delivery of your order then the delivery driver will leave a calling card. If your order has been shipped via a Parceline this will take the form of a Yellow Card. More information about Yellow Cards.

If your delivery has still not arrived within the normal expected timeframe, then please contact customer services who will investigate the matter as quickly as possible. Please remember to include your name and order number, which can be found by logging into My Account and selecting 'orders'.

• What is the status of my order?

The status of your order is available to view in your Order History almost immediately after you place an order and is automatically updated each time your order moves a step further to delivery. See below for a list of status messages and their meanings to help you understand what stage your order is at.

Some orders may contain items that ship separately by different carriers and /or shipping methods; the individual item status for orders that are shipped via multiple methods is also available in Your Order History.

How is order status different from tracking information?

The status of your order represents what is happening with your order between the time you place it and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier that may provide tracking information until your order is delivered*.

Standard Status Messages

Acknowledged: We have successfully received your order.

Processing: Payment details are being verified, after which your order will be packed.

Dispatched: Your order has been dispatched from our warehouse. If tracking information is available for your order a 'Track It' link will appear next to your order number. Please note that not all shipments are trackable.

Additional Status Messages:

Unable to Process: If you receive this status message it does not mean your order has been cancelled. Potentially due to missing or invalid order or payment information, your order is currently on hold awaiting further information from you. If you receive this status message, please contact us immediately using the link at the bottom of the page.

Item(s) on hold until release date: 00/00/0000 (e.g. 12/12/2006): Specific items are available for early purchase on our website prior to release from the manufacturer. Within 24 hours of your item's release date, you will be notified via e-mail that it has shipped from our warehouse.

Cancelled on 00/00/0000 due to missing or invalid information: If an error occurs during the order authorization process it first goes on hold while we attempt to reach you for more information. If an order is cancelled it cannot be reprocessed. A new order must be placed again on our website in order to proceed.

*Tracking information may not be available for up to 12 hours after an item is shipped from our warehouse.

• When should I expect my delivery?

Most deliveries are made in 1-3 business days depending on your location and the time you order. Business days are Monday to Friday excluding Public and Bank Holidays in the UK and Eire.

Orders placed before 2pm will be processed the same day, any order placed after this time will be processed the following business day (excluding Weekends).

Deliveries sent by Parceline courier service should arrive next business day, except for those of you who live in the Scottish Highlands, Channel Islands, or Eire. In this instance delivery should take 2 business days.

Parcels sent using the Royal Mail should arrive in 1-2 days for Standard First Class, or Next day before 12 for Special Deliveries.

A delivery will only be delayed if an item placed has just gone out of stock, or we are unable to process payment / delivery address.

• Where's my order?

You can follow the progress of your order in my account, so you will always know when to expect your order.

Click My Account at the top of the page and sign into your account if you haven't already done so.

Click 'Orders' from the column of the left hand side to take you to a list of your orders.

You will now be able to view the status of your order.

Note: If you can't find the order in Your Account, it may be that you didn't place it with us? If you can't find the order in Your Account, please check whether you have ordered using a different e-mail address.


Common order status messages

Acknowledged: We have successfully received your order.

Processing: Payment details are being verified, after which your order will be packed.

Dispatched: Your order has been dispatched from our warehouse. If tracking information is available for your order a 'Track It' link will appear next to your order number. Please note that not all shipments are trackable.