If you’ve ordered a large number of items, your order may arrive in separate parcels.
Sometimes, these parcels get sorted differently by the courier and may arrive at different times. Don’t worry — they usually turn up within 24 hours of each other, but during busy times it may take a little longer.
Items Sourced from Stores
In some cases, we might not have all your items available in our warehouse, so we may source some directly from one of our Carvela stores. These items are sent separately and will have their own order numbers and dispatch confirmation emails (usually starting with 002 or 003).
If you’re expecting more than one parcel, please check whether any of your items have been shipped separately. You can find more details about store-sourced orders here.
Still Missing Something?
If an item is missing, or if you’ve received the wrong product or incorrect size, please get in touch with our team as soon as possible. When you contact us, please include:
- Your order number
- The email address used for your order
- Details of the missing or incorrect item
We may also ask for a photo of the outer packaging, so please hold onto it just in case!
Important Reminder
Missing items must be reported within 7 days of delivery — after that, we may not be able to assist.
We’re always here to help, so don’t hesitate to reach out!