Part of my order is missing, or I received the wrong itemUpdated 10 hours ago

If a parcel has arrived but an item is missing or incorrect, first check which items that parcel was meant to contain. An order can have separate parcels, and a pre-order may still be waiting for stock.

Check your order and dispatch emails

1. Compare the items received with your order confirmation.
2. Check each dispatch email and tracking link. One delivered parcel does not necessarily mean that every item has arrived.
3. If the missing item is a pre-order, check its own product page for the latest estimate, including the season and year. An estimate for stock arriving is different from a confirmed dispatch or delivery date.

If the missing item is listed in the delivered parcel, you received something different, or you cannot tell which parcel it belongs to, contact us so we can check.

Send these details together

• The order number, the item you expected and what you actually received.
• The tracking number for the parcel that arrived, if available.
• For an incorrect item, a photo of the item and its product label or barcode, if present.
• If available, photos of the parcel contents, packing slip and outer shipping label. Mention any damage to the parcel.

Keep the items and any packaging you still have while we investigate. We will confirm any return or replacement arrangements after checking the order.

Get help

Contact support or reply to your existing conversation. Please send the details you have even if a photo or tracking number is unavailable.

Related help: Check a pre-order · Order not delivered.