We often send gifts for specific occasions so we understand the importance of items being delivered on time and customers being able to track them on their journey.


Please see below for advice on different situations when you have not yet received your order. 


The delivery date is in the future

For tracked orders, the day before delivery we will send a link you can use to track your delivery as it makes its journey. Alternatively you can use the Track My Order page on the site. Please note that your tracking link will not provide any information until the day of delivery.


The delivery date is today

An email should have been sent the day before delivery with a tracking link. Alternatively you can use the Track My Order page on the site. Please note that while 90% of our tracked orders arrive before 5pm, they can arrive any time until 9pm. 


Only part of my order has arrived

Each product is sent separately. Therefore if one has arrived but another has not, it is on its way with a different courier. The exception is if you added an item to a bouquet (such as chocolates or wine). If this was missing, please use the contact us to let us know and we’ll process a refund for the missing item.


The tracking link is not telling me where the order is

The tracking link only gives information on your delivery the day of delivery and afterwards. If your tracking link is not providing any information at that point, please contact us.


The courier has stated that it has been delivered, but I can’t find it

The most common reason for this is customers selecting the incorrect address. Please check your order confirmation email to check this. If the address is correct, please contact us so we can check this and if necessary send out a fresh order. If you have supplied us with the incorrect address there is nothing we can do to rectify this for you once the order has left us.