If your order hasn’t arrived yet, don’t worry — most delays are related to production timelines, shipping estimates, or customs processing.
Please follow the steps below before contacting support.
Step 1: Check Your Estimated Dispatch Date
All records are manufactured on-demand before shipping.
Check your order confirmation email for the estimated dispatch date.
If today’s date is before that dispatch date, your order is still in production.
Step 2: Check Your Tracking Link
Once dispatched, you’ll receive a tracking email.
Please check:
Has the parcel been marked as delivered?
Is it being held at a local delivery office?
Is it in customs?
Sometimes parcels are held at a local depot if delivery was attempted.
Step 3: Allow for Delivery Estimates
Delivery times are estimates provided by the postal service:
UK: 24–48 hours after dispatch (depending on service selected)
EU: typically 3–5 working days (standard orders)
Rest of world: typically 5–7 working days
Customs clearance can take up to 14 business days in some countries.Tracking updates may not appear immediately during customs processing, so it’s normal to experience a delay in updates while clearance is underway.
When Should I Contact Support?
Please contact us if:
Your order has not arrived 7 working days after the expected delivery window
Your tracking has not updated for more than 5 working days
Your parcel is marked as delivered but cannot be located
When contacting us, please include:
Your order number
Your tracking link
Your delivery address
We’ll investigate with the carrier and advise on the next steps.
Important
Once a parcel is marked as delivered by the carrier, we may ask you to check with neighbours, building reception, or your local delivery office before opening an investigation.Additionally, some carriers may mark parcels as delivered shortly before the actual physical handoff. Please review the tracking page for any notes about the delivery location or pickup instructions.