Social Media FAQ – OT Queries

Order Tracking – PROVIDING INFO

Hi, thanks for your message. I can confirm your order is due for delivery on {{{DATE}}} with our courier {{{ADD COURIER}}}. You can keep upto date with the progress of your parcel on the courier’s website with your tracking number: {{{CONSIGNMENT}}}. Alternatively, can also visit our Track Order page. I hope this helps.

Order Tracking – DEL NOT RECEIVED

Hi, thanks for your message. I am sorry you’ve had to contact us about the delivery of your order. The tracking indicates your parcel was delivered to your address on {{{DATE & TIME}}}. As you have not received your order, I have started an investigation with the courier and kindly ask that you allow me some time to look into this for you. In the meantime, please double check with other residents of your address and your neighbours in case they have accepted the order on your behalf. I will be in touch via email with an update as soon as possible. Please let me know if I can help with anything else in the meantime? 

Order Tracking – DESPATCH DELAY  

Hi, thanks for your message. Unfortunately, your order has yet to be despatched and I am so sorry for this delay. As you’ve paid for Next Day Delivery, I have refunded this charge back to you now {{{CONFIRM REFUND TIMEFRAME}}}. I’m really sorry for any inconvenience this may cause, please be assured our despatch location are working to have your order with you as soon as possible. You can keep upto date with the progress of your parcel on the Track Order page, and you will also be emailed with courier tracking information once your order has been despatched. I hope this helps. 

Order Tracking – SEPARATE DESPATCHES 

Hi, thanks for your message. I can confirm the items on your order have been despatched in separate parcels due to different stock locations. You can keep upto date with the progress of your parcel on the courier’s website with your tracking number: {{{CONSIGNMENT}}}. Alternatively, can also visit our Track Order page. I hope this helps.