If you've ordered during our Black Friday promotions and your delivery is showing as delayed, please review the below information. We kindly ask that you are patient with the carriers during this busy time and do not contact our Customer Care Team if the below if applicable. We are so sorry for the delay and we are doing all we can to get your order delivered to you ASAP. We are working hard to respond to all customer enquiries ASAP and would like to assure you that deliveries will arrive before Christmas. We have been overwhelmed with the response to our recent promotions and have seen thousands of you stocking up on your NEOM faves. Our small team of 8 are working non-stop behind the scenes responding to your enquiries (yes, all 55,000 of you) so your patience is appreciated.
We understand that tracking information can often be confusing, especially when it comes to DHL. You may be seeing messages like 'We have not received your parcel', 'Awaiting collection, or 'Delayed' but don't worry, we can confirm that your parcel has left our warehouse and is on its way. This communication is between our warehouse teams and the carrier directly. Despite the mix of messages provided from DHL, you will see a new message on the tracking within 72 hours to say that your order is out for delivery. When you see this message, your order should arrive the same day or the next working day. YAY!
Please note - DHL will advise that they have not received the parcel. This is incorrect. They have received the parcel, and the delay is with them scanning it into their system. The can not advise anything other until the parcel has been scanned. Once the parcel has been scanned by DHL, your tracking details will update again and show delivery details. This is incredibly frustrating for both you and us, but we can assure you it is on its way and will be with you soon. Thank you for your patience!
If you are chasing your order with DPD, they are experiencing very short delays and will have your tracking details updated within 24 hours. If you could keep an eye on your tracking link which we have sent over via email, this should update again soon. If your order is showing to have arrived but you have not received it, pop your postcode into the tracking and view the proof of delivery image. This will show you exactly where it has been left for you.
Royal Mail Deliveries
Royal Mail should give you an estimated time slot when they expect to deliver your order. At this time of year, delays can be expected however we are seeing that tracking scans and updates are processed within 48 hours and delivery time slots are then provided. Royal Mail advise that some areas may be more delayed than others, but you can view more information regarding that via Royal Mail directly here. Royal Mail rarely let us down and your local postie will be delivering your parcel in no time.