Order tracking
Track your order
Enter your order number and the email address you used at checkout, and we will show you where your parcel is.
Questions about tracking
Why can we not find my order?
The two details have to match the order exactly: the number as it appears on your confirmation email, and the email address you used at checkout. If you ordered as a guest and later created an account with a different address, use the checkout one here. Still nothing? Write to us and we will find it for you.
Where do I find my order number?
It is at the top of your order confirmation email, written as a short number such as 9466. You can paste it with or without the # in front. If you have an account, every order number is listed in your account.
When will I get a tracking number?
Each piece is filled to order by one artisan, which takes three to four weeks, so tracking does not exist for most of the time your order is with us. It appears on this page the moment the parcel leaves our warehouse, and we email it to you at the same time.
My tracking number is not showing any movement.
A number is issued when the label is printed, which is usually a little before the carrier physically takes the parcel. It can take a scan or two, often a day, before anything appears on the carrier site. If it has not moved after two working days, tell us and we will chase it.
How long does delivery take once it has shipped?
Five to seven business days in transit. Shipping is free, insured and worldwide. Delivery estimates by country are on the shipping policy.
Why are there two tracking numbers on my order?
Larger orders sometimes travel as more than one parcel. Each has its own number and its own Track order button here, and they can be a day or two apart in arriving, so an order is not late until the last parcel is.
Which carrier will deliver my order?
It varies with your region and the size of the order. Whichever it is, the company name is shown next to the tracking number above, and the Track order button goes straight to that carrier.
Do I need an account to track an order?
No. This page works for guest orders using only the order number and the email you ordered with. An account is simply more convenient: your account lists every order and its tracking together, with no number to look up.
Tracking says delivered, but nothing has arrived.
Check anywhere the carrier leaves parcels and ask anyone else at the address first, as a delivery is occasionally scanned a little early. If it has not appeared by the next day, tell us. Every shipment is insured, so a parcel that truly goes missing is our problem to solve, not yours. Our returns and refunds policy covers what happens next.
You can also see every order in your account, or contact us and we will check for you.