Tracking Your Delivery and Resolving Delivery Problems — Everything You Need to KnowUpdated an hour ago

Checking your delivery status

Once your order dispatches, you'll receive a shipping confirmation email with a tracking number. Use this number directly with the relevant courier's own tracking system (Australia Post, Aramex, Star Track, and similar, depending on which courier is handling your order). Keep in mind that during busy periods, tracking updates aren't always immediate, and delays can happen — if you notice your parcel hasn't moved for a while, that alone isn't necessarily a problem.

Delivery instructions

We're not currently able to attach delivery instructions to a parcel ourselves, due to limitations in our existing courier arrangements. Your best option is to check your parcel's tracking page directly — some couriers allow you to submit delivery instructions there. We can't guarantee the courier will be able to accommodate them, but it's worth trying if you have a specific request.

If tracking shows "delivered" but you haven't received it

A few things are worth checking before assuming something's gone wrong:

• It may simply be running slightly ahead of itself — a parcel is sometimes marked delivered a little before it actually arrives. If your order shipped as multiple parcels, check that each one has genuinely reached "delivered," since only one might have arrived so far.
• Check around your property and with others — look around your usual safe drop-off spots, and check with other household members or neighbours in case someone else accepted it on your behalf.
• Contact the courier directly — they can often provide extra detail like GPS delivery data or proof of delivery.

If you've worked through all of this and still can't locate your parcel, reach out to our Customer Care team — we'll investigate further and escalate with the courier on your behalf where needed.

If tracking status shows as unavailable

This usually means one of a few things: your order may have been packed outside business hours and is awaiting collection, or there's a temporary delay or issue on the carrier's own system. First, double-check you're using the correct tracking number with the courier's official tracking link (not a third-party one). If it's still unavailable, wait 24 business hours and check again — most of these resolve on their own within that window. If it's still showing unavailable after 2 business days, get in touch with us and we'll follow up directly with the postal service to find out what's going on.

If you've missed a delivery attempt

If a courier attempts delivery and misses you, redelivery is generally handled directly through that carrier — check your tracking page for their specific process. Depending on the carrier and the redelivery option you choose, a fee may apply; this is set by the courier themselves, not something we control on our end.

Aramex, as one example: you can request redelivery directly through the Aramex tracking page, and any applicable fee depends on the redelivery option selected — check the Aramex Help Centre for current, exact pricing. (We have confirmed specifics for Aramex only — if you're using a different carrier, their process and fees may differ; this isn't confirmed to apply the same way across the board.)