We get it – waiting for your order and then seeing it not show up as expected can be incredibly frustrating. We’re here to help, so if your order hasn’t arrived on time, don’t worry! First, take a quick look through this guide to get all the info you need before reaching out.
Confirm that you entered the correct delivery address
Double-check that the delivery address you entered during checkout is correct. If there was an error, the parcel may end up in the wrong place (or possibly go missing entirely). Take a look at your order confirmation just to be sure. Unfortunately, if the address was incorrect, we can’t issue a refund since this was a customer input error.
My tracking is 'stuck' or hasn't been updated
Sometimes tracking can appear "stuck," especially during busy times. We can request updates from the courier and assist with any missing parcels, so get in touch as soon as you notice an issue. Just keep in mind that during peak periods, tracking might not update quickly, and response times from couriers can be slower. We’ll always do our best to keep you updated and avoid any disappointment.
My international order is stuck in a process centre
If you’re waiting on an international order and your tracking shows it’s stuck at a “Gateway process centre,” this likely means it’s being held up by customs. Unfortunately, this is out of our hands, as it’s a government-controlled process. If your parcel’s stuck here for more than 10 days, give us a shout and we’ll look into it.
My tracking says my order was delivered, but I can't find it?
If your tracking says it was delivered but you can't find your parcel, get in touch with us ASAP! We’ll work with the carrier to track it down. If the parcel was left in a safe place you specified, we can’t take responsibility for it. But if it was left somewhere unsafe by the courier, we’ll open a claim and work with them to resolve it. Just remember – company policy is to replace parcels lost in unsafe spots, but we don’t offer refunds in this case.
My order has been lost by the courier company
If the courier has lost your package, we will look to provide a credit note or a replacement as soon as possible. Once they declare your parcel as lost we will action this for you automatically, and then take it up with the couriers ourselves afterwards. Unfortunately we cannot replace or refund a package that is still in transit and, even if we believe the package to be lost, it is considered 'in transit' until the courier confirms that this is not the case.
We're always here to help – just drop us a message at support@theoneglove.com and we’ll get to work on resolving things for you!