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My tracking isn’t updating — what does this mean?Updated 5 hours ago

It’s normal for tracking to pause or appear to “stall” at certain points in the journey. Common reasons include:

  • Export scans: For many international destinations, tracking will show the parcel leaving the UK, then won’t update again until final delivery.
  • Carrier handoff: Once your parcel reaches your country, it may transfer to the local postal service. Updates may take time to appear in their system.
  • Service type:
    • UK Royal Mail 2nd Class only provides a delivery confirmation number — you won’t see in‑transit scans.
    • Some countries offer Signed‑for services only, so you’ll typically see dispatch and then delivery.
  • System delays: Carriers sometimes experience backlogs in updating tracking, especially during peak seasons.

If your tracking hasn’t updated for longer than expected, here’s when to get in touch with us (about these times):

  • UK orders: after ~7 working days (or ~10 for Royal Mail 2nd Class)
  • European Union: after ~20 working days
  • United States: after ~20 working days
  • Canada: after ~20 working days
  • Australia: after ~25 working days
  • New Zealand: after ~25 working days
  • Rest of World: after ~25 working days

We’ll check the tracking on our side — options may include waiting a little longer, opening an investigation with the carrier, or arranging a replacement shipment depending on the situation.

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