FAQs

How do I track my order?

Once your order has been dispatched, a tracking number is automatically emailed to the email address used at checkout.

Please use this tracking number to follow your parcel directly on Royal Mail Tracking. The tracking link provides the most accurate and up-to-date information available.

If you have not yet received a tracking email, this usually means your order has not been dispatched yet.

My tracking hasn’t updated — Is something wrong?

Not at all. For international shipments, it is completely normal for tracking to pause for several days once a parcel leaves the UK.

This can happen due to:

  • Customs processing in the destination country
  • Local courier backlogs
  • High parcel volumes during busy periods (especially holidays)

Tracking will update again once the parcel is scanned by the local delivery partner in the destination country.

If you’ve waited a few more days and there is still no movement, you’re welcome to contact us and we’ll happily look into it for you.

Which courier delivers my order locally?

We ship internationally via Royal Mail. Once your parcel arrives in your country, it is handed over to the local postal service, and you can continue tracking using the same tracking number.

You may find it helpful to track directly with your local carrier:

United States (USPS): https://tools.usps.com/go/TrackConfirmAction
Canada (Canada Post): https://www.canadapost-postescanada.ca/track-reperage/en
South Africa (South African Post Office): https://globaltracktrace.ptc.post/gtt.web/ 
Netherlands (PostNL): https://www.postnl.nl/en/track-and-trace/
Australia (Australia Post): https://auspost.com.au/mypost/track

Local courier websites often show more detailed updates once the parcel is in-country.

What does “Pre-Order” mean?

A Pre-Order item is not in stock at the time of purchase and will be dispatched on a future date.

The dispatch timeframe for pre-order items is clearly shown:

  • On the product page
  • On the product image
  • During checkout

Tracking will only be issued once the dispatch date is reached.

I need my pre-order urgently — what are my options?

If you need your order sooner, you’re welcome to switch to a “Ready to Ship” item, which can be dispatched immediately. You can see them labelled "Ready to Ship" on our site.

To request a switch, please contact us with:

  • Your order number (starting with AL)
  • The item you’d like to change to

Our team will take care of the rest.

How long does international delivery take?

Delivery times vary by destination, but most international orders arrive within 7–12 working days after dispatch.

Please note that delivery times are estimates and can be affected by customs processing, local courier delays, or seasonal volume.

When should I contact customer support about tracking?

We kindly ask customers to:

  • Check their tracking using the link provided

  • Allow a few days for international scans to update

If tracking has shown no movement for several days, or if something doesn’t look right, please contact us and we’ll be happy to assist.