Returns

What you’ll see on the tracking page What it means
Return received Your returned item has arrived at our warehouse
Return in progress We’re getting your return and refund sorted
Return refund complete Your return is complete and we’ve refunded your money.
Remember: some banks might take longer than others to process your refund.

 

If something goes wrong, you’ll see one of these messages:

What you’ll see on the tracking page What it means
Cancelled – unable to fulfil – payment reversal We’re out of stock so we’ve had to cancel your order. We haven’t taken any money from your card.
Cancelled – unable to fulfil – payment refunded We’re out of stock so we’ve had to cancel your order. We’ve sent you a full refund.
Cancelled We’ve had to cancel your order. Click here to find out more

 

Deliveries

 

What you’ll see on the tracking page What it means
Pre-advice loaded Our warehouse is preparing your order
Manifested for delivery We’ve told our courier to expect your order and to plan it into their delivery route
Courier received Our courier has got the details of your order
Order generated Your items are ready for delivery
Receipt at depot Your parcel is at the depot
Processed at depot Your parcel is waiting to be sent to our courier
Out for delivery to courier Your parcel is on its way to our courier
Out for delivery to courier Your parcel is on its way to our courier
Courier to re-attempt The courier missed you and will try again. If the courier tried to deliver your parcel but wasn’t able to you should have received a slip to say the courier attempted delivery. This should also state the date they will re-attempt delivery.
Delivered to We’ve delivered your parcel