How can we help you?

Track your order

Can I track my order?

To find out if your item is trackable please follow the below steps:

Step 1 – Please refer to 'Your order is on the way' email. For every item in your order a track your item link will be available.

Step 2 – Upon clicking the track item link in the email, this will take you to the tracking service for the courier delivering your item. Orders may be delivered by different couriers, so you may need to track each item in your order.

Step 3 – The level of tracking information varies by courier; if you would like any further information, please contact our customer services team.

Click & Collect. These orders are delivered via our local store fleet and, therefore, we do not offer tracking for Click & Collect items. You will, however, receive a 'Your order is ready for collection' email to let you know when your order arrives in your chosen store.
International orders. We do not currently use a delivery service which provides tracking.
Furniture orders. You will receive regular email updates on the status of your order and our furniture team will contact you near the delivery date to book a specific delivery slot.
Selected products. Some of the products on our website come from different suppliers, who do not offer tracking.

What does my order tracking status mean?

If you are able to track your order , you will see one of the below status updates.

Status Description
Created We have received your order, but have not yet processed it
Processing Your order has been accepted and will be passed to the warehouse shortly.
Supplier Order - In Progress Your order has been received by the warehouse and is in the process of being despatched.
Routed to courier Your order has left the warehouse and collected by our courier.
Order ready for collection Your order is ready for collection at your chosen store.

Please note: You must collect your order within 14 days of receiving your notification email.
Collected Your order has been collected.
Cancelled - unable to fulfil - payment reversal Unfortunately we have run out of stock for the item/s you ordered and have therefore had to cancel your order; no money was taken from your payment card.
Cancelled - unable to fulfil - payment refunded Unfortunately we have run out of stock for the item/s you ordered and have therefore had to cancel your order; we have processed an immediate refund to your payment card.
Cancelled Unfortunately we have had to cancel your order.
Return received We are working on processing your return and refund.
Return in progress We have received your return into our warehouse.
Return refund complete Your return and refund have been completed.

Please note: Some banks may take longer than others to process refunds.

Further tracking statuses

Status Description
Pre-Advice Loaded Our fulfilment centre has received your order
Manifested for Delivery We have informed our courier to expect your order and plan it in to their delivery route
Courier Received Our courier has received your order and will plan their delivery
Order generated Your order is ready for delivery and has entered into the courier system.
Receipt at depot Your parcel has been received at the depot.
Processed at depot Your parcel has processed through the depot operation and is ready for onward despatch to the courier.
Out for delivery to courier Your parcel has left the depot for delivery to the courier.
Courier to re-attempt The courier has attempted to deliver your parcel and will try again. You will receive a card to confirm delivery has been attempted.
Delivered to Your parcel has been delivered.