Q. My order was marked delivered but it’s not here.Updated 5 hours ago

Sometimes carriers mark packages as delivered before they physically arrive, so it’s worth giving it a little more time.

In the meantime, here are a few things you can do to help track it down:

• Check around your property – Look in common delivery spots like your porch, behind pot plants, under outdoor furniture, near garages, side gates, or mailboxes.

• Ask others in your household – Someone else at your address may have collected the package and forgotten to mention it.

• Check with neighbours or building management – It’s not uncommon for a package to be delivered next door or held at a front desk or mailroom.

• Confirm the shipping address – Double-check your order confirmation email to make sure the address on the order is correct and complete.

• Contact your local post office or courier depot with the tracking number — they can often confirm where the parcel was left.

In some cases, carriers may mark a package as delivered slightly ahead of actual drop-off, so we recommend waiting a few more hours or until the next business day.

If you have completed these checks and still no luck, please contact us within 7 days of the “Delivered” scan so we can review the case.

Our policy:

When a parcel is marked as successfully delivered by the courier, we are generally unable to issue a refund, as we must rely on the official delivery confirmation. This policy ensures fairness for all customers.

Goodwill resolution:

In rare cases where a parcel cannot be located after all checks are completed, we may offer a one‑time goodwill solution:

•         A reshipment of the items, or
•         Store credit for the value of your order (non‑expiring)

This approach ensures you are looked after while maintaining fairness for all customers.