Help Centre
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 September 2026
Start with practical checks, then message Support from Inbox with your order and tracking details.
Check first
- Ask household members and neighbours; check safe places and building reception.
- Confirm the address on the order matches where you expected delivery.
- If you chose Collection point, check the shop or locker and any pickup code.
Contact Support
- Open the order from Profile → Menu → Orders (Bought) to check status and tracking.
- Message Support from Inbox and describe what tracking shows versus what you received.
- Include accurate details and photos if asked - moderators rely on this evidence.