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Your parcel's journey
Based on our recent UK and US orders, here's what to expect from the day you order.
What your status means
Being prepared
We've received your order and are packing your shoes.
Order ready
Your parcel is labelled and handed to our delivery partner. Tracking can take a few days to show the first scan.
In transit
Your parcel is moving through the delivery network. It's normal for updates to pause for a few days between scans.
Out for delivery
Your local courier has your parcel and it should arrive today.
Ready for pickup
Your parcel is waiting at a collection point or locker. Use the last-mile tracking number above on the local courier's website to see the address and opening times.
Delivery problem
The courier couldn't deliver, for example no one was home or the address couldn't be found. Message us straight away and we'll help you rearrange it.
Questions about your delivery
My tracking hasn't changed for a few days. Is something wrong?
Usually not. Parcels are scanned at set points, so there can be a few days between updates, especially just after dispatch. If there's been no update for 7 days, message us and we'll check with the courier.
It says delivered, but I don't have it
Check with neighbours, your safe place, your post box and any collection point named in the tracking. If you still can't find it, message us with your order number and we'll open a case with the courier.
My parcel is at a pickup point I didn't choose
Couriers sometimes leave parcels at the nearest collection point or locker when they can't deliver. Enter the last-mile tracking number shown above on the local courier's website to see where it is.
I ordered more than one item. Why do I have more than one tracking number?
Orders with more than one pair can ship in separate parcels. Each parcel has its own tracking number and may arrive on a different day.
Can I change my address or cancel my order?
Only before it's dispatched, so message us as soon as possible with your order number. Once it's with the courier, we can't change the address.
What if the shoes don't fit?
You have 30 days from delivery to return them. Shoes should be in their original packaging and in original, wearable condition. For standard returns, return postage and a 15% restocking fee apply. If we sent the wrong item or size, or anything arrives damaged or faulty, we cover the return and refund you in full.
Still need help?
Send us your order number and our team will look into it for you.