How to track your order and what to do if delivery is delayed
You will receive a dispatch confirmation email containing tracking information once your order has been packed and collected by the courier. The tracking link may not show movement immediately, as the first update can appear after the parcel reaches the courier's network.
Before contacting us:
1. Check your inbox and junk or spam folder for the dispatch confirmation.
2. Open the tracking link and review the latest courier update.
3. Check that the estimated delivery period for your selected service has passed. Delivery estimates use working days and normally exclude weekends and public holidays.
4. Allow for possible delays during busy periods, severe weather or customs processing.
An order that is being processed has not necessarily been dispatched. If an item is unavailable or an additional check is required, we may contact you before shipping.
Please contact our support team if:
- the estimated delivery period has passed without delivery;
- tracking has not updated for an unusual length of time;
- the courier states that the parcel has been delivered but you cannot find it;
- the parcel appears to be returning to the sender; or
- you have not received any dispatch information.
When contacting us, provide your order number and confirm the delivery postcode. Please use one support ticket for the enquiry so that we can retain the complete history in one place.
We will review the order and tracking information and, where necessary, contact the courier. Courier investigations and lost-parcel timeframes vary, so we cannot confirm a replacement or refund until the appropriate checks have been completed.
Current general delivery information is available at:
https://www.theshishashop.com/pages/frequently-asked-questions
Before contacting us:
1. Check your inbox and junk or spam folder for the dispatch confirmation.
2. Open the tracking link and review the latest courier update.
3. Check that the estimated delivery period for your selected service has passed. Delivery estimates use working days and normally exclude weekends and public holidays.
4. Allow for possible delays during busy periods, severe weather or customs processing.
An order that is being processed has not necessarily been dispatched. If an item is unavailable or an additional check is required, we may contact you before shipping.
Please contact our support team if:
- the estimated delivery period has passed without delivery;
- tracking has not updated for an unusual length of time;
- the courier states that the parcel has been delivered but you cannot find it;
- the parcel appears to be returning to the sender; or
- you have not received any dispatch information.
When contacting us, provide your order number and confirm the delivery postcode. Please use one support ticket for the enquiry so that we can retain the complete history in one place.
We will review the order and tracking information and, where necessary, contact the courier. Courier investigations and lost-parcel timeframes vary, so we cannot confirm a replacement or refund until the appropriate checks have been completed.
Current general delivery information is available at:
https://www.theshishashop.com/pages/frequently-asked-questions