Your parcel did not reach you. You do not need to chase it, and you are not charged again — we have taken it off the carrier and a replacement is on its way.
There is nothing you need to do. Do not contact the carrier and do not place a new order. If the first parcel turns up later, keep it or hand it back — either is fine.
One of three things happened. They look different on tracking, so find the one that matches what you are seeing.
The carrier recorded a delivery that did not reach you. We do not ask you to prove that. Check any safe place or porch and with the people you live with first, because it is often there — and if it is not, we resend.
The parcel entered the carrier's network and stopped moving. It is somewhere in their system and they have not scanned it since. Waiting longer rarely changes this, so we stop waiting and send a new one.
A label was created but the carrier never collected the parcel. This is the most common of the three and the most misleading: the tracking number exists and looks real, so it seems like a shipment is on its way when nothing was ever picked up.
Nothing. Where the delay came from us or the carrier, the replacement is sent at no charge to you. If you paid for a faster delivery that was not met, tell us and we will put that right too.
Reply to the email that brought you here. We would rather sort it out than have you keep waiting.