If your delivery is still within the estimated timeframe, there's no need to contact us yet! We'll keep you updated as to the status of your order. Keep reading to find out more.
Updates about your order
Order confirmation: We'll email you with the items you've ordered and your chosen delivery address, this will also include the expected delivery date.
Despatch email: You'll get a follow-up email once your order is sent out, and other important updates - you'll also receive updates via SMS, if you have opted in for these.
Waiting for your delivery?
Delivery timescales: The timescale of your delivery will depend on the type of item(s) you've ordered, and which delivery service you've chosen:
- For Fastway standard deliveries: 5 working days
- For Fastway Express deliveries: 3 working days
- For Nugo deliveries: This will depend on the item you've ordered - you'll see the the expected delivery date when you place your order, and in your order confirmation email.
Still waiting for your order? If your order is still within the expected timeframe, don't worry, it's on its way to you. We do our very best to deliver your orders on time, but at busy times they can take a little longer than estimated. If you've not received your delivery and it is past it's due date, please allow a further 24 hours for your order to arrive.
Tracking your order
How to track your delivery: You can track your order using your online account.
- Sign in to your online account
- Go to 'Track My Orders'
- Select 'Track' on the required order
- Scroll to the bottom of the item list and select 'Track parcel' for the latest updates
How to track your Nugo delivery: You'll receive a call 24-48 hours before delivery. You'll also receive a call 30 minutes to an hour before your delivery is due to take place.
Updating my order
Update delivery address: It's not always possible to update your address. If your order hasn't been despatched, get in touch with a member of our team and we'll see if we can cancel this for you. If your order has been despatched, you may be able to redirect your parcel directly with your courier.
Changes to items ordered: Once an order has been placed, we're unable to add, remove or change what has been ordered. We may be able to cancel the order if it's not yet been despatched.
Cancelling my order: We may not be able to cancel your order once you've placed it. If it's not yet been despatched, get in touch with a member of our team and we'll do our best to cancel it for you. Once your order has been despatched, we can't stop this from being delivered. If you no longer want your order, you can refuse delivery or return this to us once you receive it.
Delivery issues
Missed Delivery: If the delivery was attempted, check if the parcel was left with a neighbour or in a safe place. Also, review the delivery photos on the tracking page if one was taken.
Multiple Parcels: Sometimes, orders may be despatched in multiple parcels. Make sure you check your 'My Account' to track individual deliveries.
Delay Information: If a delay in us despatching your order we'll let you know. Once the couriers have your parcel, they'll keep you updated if there are any delays.
Order has been delivered to your address/safe place but you can't find it: If the order tracking is showing that your parcel has been delivered but you can't find it, make sure you check your delivery photo, around your property, in any safe places and with your neighbours. If it's been 24 hours and you still haven't located your parcel, please get in touch.