Where is my parcel?

Your tracking number is in 3 places:

• The email "Your parcel is on the way". Press Track your parcel.

• Your account. Open your account and press Deliveries. Each parcel shows its Royal Mail tracking number. Press the number to track the parcel.

• Your wallet. The Deliveries card shows your latest delivery, with a Track with Royal Mail button.

One order can arrive in more than one parcel. Each parcel has its own tracking number and its own email.

The tracking does not move

Royal Mail sometimes scans a parcel late, for example after a bank holiday. For the UK, the delivery option you paid for says 2 to 3 working days.

After we post your parcel, the delivery shows the dates when it should arrive. These dates do not allow for bank holidays.

If the tracking shows no new scan after 5 working days, contact us. We then check the parcel with Royal Mail for you.

Tell us about a parcel that did not arrive

1. Contact us. Give your order reference. It starts with AW-RTV-, and it shows on the delivery and in the email "We've got your order". Tell us what the tracking shows.

   We reply with the next step.