Why has my parcel been delayed?

The most common reason for a parcel to be delayed in transit is when it's being held with customs.

This may happen for several reasons, including missing documentation. We have an open communication channel with our couriers and work together to solve these situations as quickly as possible. If you think your order has been delayed, reach out to us via live chat and we'd be happy to check with our courier to see what’s going on. 


Customs are ultimately allowed to hold a parcel for as long as they see fit, and don’t have to provide a reason for this. So while we may be able to see that your parcel is being held there, we often won’t know why, or when it will be released (although these situations are rare). If the cause of the hold up is missing paperwork, we will work to resolve this as soon as possible.