Track Your Order

Enter the tracking number from your dispatch email and we will open your parcel's live status on Royal Mail. UK orders are dispatched the next working day with Royal Mail Tracked 48; international orders travel with Royal Mail International Tracked.

Where is my tracking number?

It is in the "Your order is on the way" email we send when your parcel is dispatched, and on your order status page. Royal Mail tracking numbers for UK parcels usually look like two letters, nine digits, GB.

When is my order dispatched?

• Orders are dispatched on the next working day after they are placed. Working days are Monday to Friday, excluding UK public holidays.
• Orders placed on a Friday, Saturday or Sunday are dispatched on Monday (or the next working day after a bank holiday).
• The "on the way" email is sent when your label is printed. Royal Mail's first scan can follow up to 24 hours later, so the tracking page may show no result until then.

Royal Mail delivery times

All delivery times below are counted in working days after dispatch, not from the day you ordered. They are Royal Mail's published delivery aims; only Special Delivery Guaranteed is a guarantee.

Royal Mail Tracked 48 – Standard delivery (free on UK orders of £20 or more)

• Delivery aim: 2–4 working days after dispatch
• Guaranteed: No – this is a delivery aim
• Royal Mail treats it as lost: 10 working days after the expected delivery date

Royal Mail Tracked 24 – Next Day+ Delivery

• Delivery aim: next working day after dispatch
• Guaranteed: No – this is a delivery aim; around bank holidays and busy periods it can take longer
• Royal Mail treats it as lost: 10 working days after the expected delivery date

Royal Mail Special Delivery Guaranteed – Guaranteed Next Day Delivery (free on UK orders of £175 or more)

• Delivery aim: next working day after dispatch, by 1pm, signature on delivery
• Guaranteed: Yes – the only Royal Mail service with a guaranteed delivery day
• Royal Mail treats it as lost: 5 working days after the guaranteed delivery date

Royal Mail International Tracked – Europe

• Delivery aim: 3–5 working days after dispatch, plus any customs processing
• Guaranteed: No – this is a delivery aim
• Royal Mail treats it as lost: 20 working days after the expected delivery date

Royal Mail International Tracked – Rest of World

• Delivery aim: 5–7 working days after dispatch, plus any customs processing
• Guaranteed: No – this is a delivery aim
• Royal Mail treats it as lost: 25 working days after the expected delivery date

Example: an order placed on Friday evening with Tracked 48 is dispatched on Monday and is expected between Wednesday and Friday of that week. Royal Mail would only treat it as lost 10 working days after that expected date.

Special Delivery Guaranteed: if nobody is available to sign, Royal Mail leaves a card so you can arrange redelivery or collect from your local delivery office. Next-day services are not available for international orders.

What the status means

• "Sender has despatched item" / "We're expecting it" – the parcel is with Royal Mail but has not been scanned at a hub yet. This line can stay for several days; see why tracking stays on this line below.
• "We've got it" / "Item received" – Royal Mail has scanned your parcel. The first scan can take up to 24 hours after we hand it over.
• "In transit" / "Item at delivery office" – on its way; UK Tracked 48 parcels usually arrive within 2–4 working days of dispatch.
• "Out for delivery" – arriving today.
• "Delivered" – Royal Mail has recorded delivery. For most UK parcels the tracking page also shows a delivery photo and, where one was taken, a signature. Check these first if you have not found the parcel.
• No result yet? – if your dispatch email arrived less than 24 hours ago, check again tomorrow. Tracking numbers only become live once Royal Mail scans the parcel.

Why does tracking stay on "Sender has despatched item"?

This is the question we are asked most often, so here is exactly what it means.

• It is not a scan of your parcel. "Sender has despatched item" is the electronic notice we send to Royal Mail when we print your label. Your parcel has been packed and handed to Royal Mail at that point.
• Tracking only moves on when Royal Mail scans the parcel at one of its hubs. That first scan is entirely in Royal Mail's control, and they sometimes do it later than expected. There is nothing we can do on our side to speed it up.
• It usually updates close to delivery. In our experience the tracking often stays on this first line for a while and then updates near the destination, shortly before delivery, sometimes jumping straight to "Out for delivery".
• No scan does not mean no parcel. Tracked 24 and Tracked 48 are delivery aims, not guarantees, and parcels regularly arrive within the aim even when the tracking has not updated in between.
• What to do: nothing is needed from you until the delivery aim above has passed. If the aim has passed and tracking still shows only this line, contact us with your order number and we will check the parcel with Royal Mail.

International orders

Parcels outside the UK leave with Royal Mail International Tracked. Royal Mail shows the journey until the parcel is handed to your country's postal service; after that, the same number can be entered on your local carrier's site. Tracking can pause at "Leaving the UK" until your local post or customs scans the parcel on arrival, which can take several days. Each plush is sent as a separate parcel, so a multi-item order may arrive on different days.

Tracking says delivered but you can't find it?

• Check the delivery photo on the Royal Mail tracking page, any safe place you have registered with Royal Mail, and with other people at your address and your neighbours.
• Look for a "Something for you" card – the parcel may be at your local delivery office.
• If it is still missing, contact us with your order number. Royal Mail accepts an investigation into a delivered parcel from 7 working days after the delivery date, and we will open it for you as soon as that window opens.

Still can't find your parcel?

If your parcel has not arrived by the delivery aim above, first check the tracking link and any card left at your address. If there is still no delivery, contact us with your order number: we will check the parcel with Royal Mail, keep you updated, and open an official Royal Mail enquiry on your behalf as soon as the service's lost threshold above is reached. Full details are in our shipping policy.