Help
Item says “Delivered” but I don’t have it
What to do when tracking shows delivered but the parcel hasn’t reached you.
Last updated April 2026
Start with practical checks, then use the official order-help flow so support can see tracking and timestamps.
Check first
- Ask household members and neighbours; check safe places and building reception.
- Confirm the address on the order matches where you expected delivery.
Use order help
- Open the order from Profile → Menu → Orders.
- Choose the help path for delivery or item-not-received (wording may vary by build).
- Submit accurate details and photos if asked - moderators rely on this evidence.