What should I do if my order has not arrived?

Most late parcels arrive within 5 business days of their expected delivery date. If your delivery is taking longer than expected, please check the below before initiating an investigation:

• Verify delivery address Confirm the delivery address details are correct. This will be listed in your order confirmation email, or verified by our Customer Care team. If you are sending your order to a gift recipient, please ensure the receiver’s details match what you have entered at checkout.
• Card or notification received Your parcel may have been delivered to a DHL branch, parcel shop or collection point. Please check if a notification card was left at your premises, or if you’ve received an email or SMS notification.
• Delivered to a safe place Check if your item has been left in a safe place. This could be under or behind something on your delivery premises, or in your mailbox.
• Known service delays Interruptions to dispatch timeframes will be communicated on the VELARA website, and any carrier interruptions will be listed on the relevant carrier websites.

• Allow for processing time between tracking updates For most parcels, carriers provide only milestone updates, which means it may take some time before a new tracking update is displayed. Your parcel will continue to travel to the delivery address despite the time between tracking updates.
• If your tracking number has not updated in five business days, please contact us with your order details to facilitate a resolution.

• Accepted on your behalf Check if someone else at home or at your delivery premises accepted or signed for the item on your behalf. If you live or work in a large building, check with building management or the mailroom to see if they have received it.

If you have assessed the above, and believe your parcel has been stolen, please contact us with your order details to facilitate a resolution.