I got an email saying my parcel is on the way but it has no scans. Is it lost?

If you see an email saying your parcel is on the way – this means we have printed your label and the box is awaiting collection. If it doesn’t update for a few days, this doesn’t mean it's lost, it only updates once collected and scanned at the courier’s depot.

The courier collections are only on weekdays and inside our allocated collection time given to us by the courier. We also are unable to change the email you receive from the courier saying 'it's on the way'. The processing time between when your label is printed and collected can be up to 7 days. We print thousands of labels at a time and it takes a human to stick all the labels to the boxes awaiting collection. Thank you for your patience.

If your box has no scans after 10 days from when you received the email, please contact support at [e-mail]