What do I do if I never received my order?

If your tracking information shows that your order has been delivered but you have not received it, please check with your neighbours and your local sorting office first. If you have done so and the parcel cannot be located, please contact us via livechat or customerservices@ids.co.uk so that we can raise an investigation with the responsible postal service or courier. If your order was sent on a standard, untracked service, we will need to allow up to 15 working days for the parcel to reach you. If your order is urgent, please contact us via livechat or customerservices@ids.co.uk.