Track Orders

Where do I find my tracking number?

As soon as your order is dispatched we email a shipping confirmation with a tracking link. You can also sign in to your account and open the order to see the same link.

Nothing in your inbox? Check the spam and promotions folders, and confirm the email address on your order. If it still is not there, message us with your order number and we will resend it.

Tracking shows no movement

This is the most common question, and usually nothing is wrong. Two things cause it:

• The label is created but not yet scanned. Allow up to 48 hours after dispatch for the first scan to appear.
• International transit. Parcels leaving China are often handed between carriers. Several days can pass before your local postal service registers the parcel — typically 3 to 5 business days after it clears export customs.

If tracking has not moved for more than 10 business days, message us. We will open a case with the carrier rather than leave you waiting.

Tracking says delivered, but nothing arrived

Before contacting us, please check:

• The delivery address on your order confirmation
• Doorsteps, porches, mailboxes and any safe place the carrier uses
• Neighbours, household members and building reception
• Any attempted-delivery notice left at your door
• Your local carrier's office, using the tracking number

If the parcel still cannot be found, message us within 7 days of the delivery scan. We will investigate with the carrier and arrange a replacement or refund where the parcel cannot be located.

My order has not shipped yet

Orders are prepared in 1–3 business days. Personalized pieces can take one extra day while we review your photo. If that window has passed and you have had no shipping email, message us — something may need your confirmation.