Why is my order marked as dispatched but not delivered?

We understand that seeing your order marked as "Dispatched" but not yet delivered can be confusing. This status means that your order has been processed and handed over to the delivery partner, but it may not have arrived at its final destination. Here’s what to expect next:

What does “Dispatched” mean?

When your order is marked as "Dispatched," it means that:

• Your order has left our warehouse or one of our partner locations.
• The delivery partner is now responsible for bringing your order to your specified address.

Why isn’t my order delivered yet?

There are a few reasons why your order might still be in transit after being marked as "Dispatched":

• Delivery Partner Processing: After we hand your order to the delivery partner, there may be a delay in their internal processing. This is especially common during busy periods, such as holidays or sales events.
• Handover Delays: If your order is coming from a third-party vendor or a different location, there may be a delay in transferring the item to the delivery partner’s local distribution centre.
• Delivery Route or Timing: Depending on your location and the selected delivery method, the delivery partner may take longer than usual to deliver your order.

How can I track my order after it’s marked as dispatched?

Once your order has been marked as "Dispatched," you can track it using the tracking number provided in your shipping confirmation email. To track your order:

1. Log in to your account and navigate to the ‘My Orders’ section.
2. Find the relevant order and click on the tracking number to view its progress.
3. If you placed your order as a guest, you can track it using the link in your shipping confirmation email.

Possible delays that may affect your delivery:

• Busy Periods: During peak shopping times, such as Black Friday or holiday sales, delivery partners may experience delays due to the high volume of packages.
• Unforeseen Events: External factors, such as extreme weather conditions, strikes, or public holidays, can delay your delivery.

What should I do if my order is delayed?

If your order has been marked as "Dispatched" but you haven’t received it within the expected delivery timeframe, here’s what you can do:

1. Check the tracking status: Your tracking link will show the latest updates from the delivery partner.
2. Contact the delivery partner: Sometimes, contacting the delivery partner directly can provide additional insight into the delivery status.
3. Reach out to us: If you haven’t received your order after the expected delivery window and your tracking link hasn’t updated, contact us for further assistance.