My order hasn’t arrived – what should I do?

If your order has not arrived when you expected, don’t worry — Rackhams Customer Service can check this for you.

First, check your delivery information

• Check your dispatch email for the latest tracking link.
• Check the estimated delivery timeframe shown for your order.
• If you ordered more than one item, check whether you have received separate dispatch emails. Marketplace orders can be sent in more than one parcel.

Tracking can sometimes take a little time to update after a parcel is handed to the carrier.

When should I contact Rackhams?

If the estimated delivery window has passed, the tracking has stopped updating, or something does not look right, please submit a support ticket with your Rackhams order number and tell us which item has not arrived.

You do not need to contact the seller yourself. Rackhams Customer Service is your first point of contact and will work with the relevant E-Concession Partner and carrier to investigate the delivery and keep you updated.

If tracking shows the parcel as delivered but you cannot find it, please see our separate help article for delivered-but-missing parcels.