I forgot to add my suite number. Is my parcel lost?

Don't worry, it isn't lost. Parcels that arrive without a suite number can take a little longer to appear in your account, because our team has to match them to you by hand.

Until we match them, they're kept safe in our unclaimed area. Unclaimed parcels are held for one month. After that, they're permanently removed from our warehouse.

Parcels normally appear in your account within 24 hours of being delivered to us. If your tracking shows delivered and the parcel still isn't in your account after 2 working days, message us with your tracking number, the retailer's name and your order number, and we'll find it.

Tip: always include your suite number when you shop. See How do I enter my UK address on a retailer website