This is usually resolved quickly. Please try these checks first - they account for most cases.
1. Look around your property. Porches, sheds, garages, bins, meter boxes, behind gates and inside plant pots are all common places couriers leave parcels.
2. Check the delivery photograph. Most couriers take a photo, visible in your tracking, which often shows exactly where the parcel was left.
3. Ask your neighbours - either side, opposite, and any flats in your building. Couriers don't always leave a card.
4. Check with your household. Someone else may have taken it in without mentioning it.
5. Wait 48 hours if your order was sent in multiple boxes. The rest may still be in transit. See Why has my order arrived in multiple parcels?
Still can't find it?
Email info@oliversbabycare.co.uk with your order number and tell us what you've already checked. We'll open an investigation with the courier straight away.
Where a parcel has been confirmed as delivered but can't be found, it may have been taken. In these cases we may ask you to report it to your local police force and give us the crime reference number. Couriers require this to progress a theft claim, and it allows us to pursue the matter properly on your behalf. If your force directs you to Action Fraud instead, that reference works just as well.
If your parcel is showing as in transit rather than delivered, it isn't lost yet - it's usually delayed. Royal Mail won't formally record an item as lost until 14 days after the expected delivery date. Other couriers work to shorter timescales, so get in touch and we'll advise on the right point to escalate.
Please contact us as soon as you can. Couriers apply time limits to claims, and reporting quickly gives us the best chance of resolving it.
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