You do not need an account here, or a password, or an order number written down somewhere. Every order has its own tracking page, and the link to it lives in the emails we send you.
The emails you get, and which one has the tracking
Order confirmed. Arrives within minutes of paying. It has your order number and a link to your order page. Keep this email: it is the key to everything else.
On its way. Arrives when the parcel is actually posted, 3 to 5 working days later. This is the one with the tracking number. From that moment the tracking updates itself as the parcel moves.
After that, if the carrier reports it, you may also get a delivery notice. That one depends on the carrier, not on us, so we are not going to promise it.
Why there is a wait before the tracking appears
Because nothing here is made in advance. There is no warehouse with your part in it: the day your order comes in is the day it goes on the machine, and then it is checked by hand before it is bagged.
So between "order confirmed" and "on its way" there are usually 3 to 5 working days of us making it, and no tracking number exists yet because the parcel does not exist yet. If it has been longer than five working days and you have heard nothing, that is worth an email.
You cannot find the email
This is the most common one, and it is almost always one of three things:
- It is in spam or in the promotions tab. Search your whole mailbox for EACAMPSY rather than scrolling the inbox.
- There is a typo in the address. One wrong letter and the email goes nowhere. It happens more than you would think.
- You paid as a guest with a different address than the one you normally use.
Any of the three, write to us. We can look the order up and resend the confirmation to whichever address you want.
The tracking has not moved in days
Give it one more working day first. Carriers scan parcels at some points and not at others, and a parcel can sit looking frozen while it is actually moving. Weekends and public holidays do not count.
After that, email us. We chase the carrier ourselves — you should not have to argue with a call centre over something you bought from us.
It says delivered and you do not have it
Check with neighbours and look properly in the letterbox: our parcels are flat mailers, so they fit through more slots than you would expect and get pushed under things.
If it is genuinely not there, tell us within 7 days of the delivery date and we will open a claim with the carrier. Sooner is better: after a while carriers stop accepting claims and then we are both stuck.
The address is wrong
Tell us as fast as you can. If the parcel has not gone out yet we simply change it and nothing happens. Once it is posted, the address is in the carrier's hands and it becomes a much slower problem.
What we will not do
We will not tell you it has shipped when it has not. If we are running late, you will hear it from us with the real reason, not a form letter about unprecedented demand.