My order was delivered but I can't find it – what to do next?

We're sorry to hear that your order was marked as ‘Delivered’, but you haven't received it, you didn’t sign for it, or you simply can’t find it. 

Your satisfaction is important to us, and we apologise for any inconvenience caused.

Here’s what to do next:

Step 1: Double-check the delivery details

• Review your order confirmation to make sure the shipping address is correct

• Check your tracking for any delivery notes (e.g. “left at door” or “signed by [name]”)

• Look in common drop-off areas: front/back door, behind planters, meter boxes, mailroom, etc.

Step 2: Ask around

• Check with housemates, neighbours, building management, or reception

• If your tracking includes a photo, show them the image in case they recognised it being delivered

Step 3: Still no luck?

Please contact our Athlete Support team as soon as possible so we can begin investigating.

We’ll:

• Open an enquiry with the courier

• Request proof of delivery

• Guide you through next steps

⏳ Please allow up to 10 business days for the courier’s investigation.

💡 If you're in a rush to receive your items, we recommend placing a new order while the investigation is ongoing.

🚨 Important Notes:

• All Domestic Orders require a signature on delivery by default.

• If you requested the item be left in a safe place or used your own ATL (Authority to Leave), we cannot replace or refund parcels that are stolen, lost, or tampered with after delivery.

📄 For more info, see our Shipping Policy.
🛍️ If you ordered through a marketplace, please refer to our Marketplace Policy.