Where is my order?

Where is my order?

Where is my order? What to do if your shipment hasn't arrived

If your order hasn't arrived when expected, don't worry — most delayed shipments are in transit and arrive within a few days. Follow the steps below before raising a support ticket. In many cases you'll be able to resolve it yourself, and you'll also have the information our team needs if you do need to get in touch.

1. Check the delivery status

You can find out the status of your order using the tracking number. This is available in the Bezos Seller portal under Orders.

Here you can see:

  1. Courier Service
  2. Tracking Number
  3. Courier Status
    1. In the column Courier Status you can read the status of your delivery. To understand the meaning of each status, you can click on the "i" next to the status or read more about it in this Help Centre article.

The tracking number is the best source of information which links to the live tracking page. Here you can see the tracking history and obtain proof of delivery (POD) once available.


2. Understand your tracking status

Use this guide to interpret what the tracking page is telling you:


How long to wait before contacting us

Most delays resolve themselves within a day or two. As a guide:

  • UK standard delivery — allow up to 5 business days from dispatch
  • UK next-day delivery — allow 2 business days before raising a query
  • European delivery — allow up to 10 business days from dispatch
  • International delivery — allow up to 15 business days from dispatch

4. Check for delivery attempts

If the tracking shows "delivery attempted" or "delivered" but the recipient says they haven't received it, check the following before contacting us:

  • Look for a calling card left by the courier — it will include a redelivery or collection reference
  • Check with neighbours — the courier may have left the parcel with someone nearby
  • Check any safe locations (porch, side gate, outbuilding) that may have been noted on the order
  • Check the courier's app or website for a photo of the delivery — most couriers (DPD, Evri, Royal Mail) capture a photo at the door
  • If the tracking shows "held at depot" or "awaiting collection", the parcel may be at a local collection point — check the courier tracking page for the address and opening hours

Tip: Courier depot hold periods are typically 5–7 days. If the parcel is not collected within this window, it will usually be returned to us automatically.

5. When to contact our support team

Please contact us if any of the following apply after completing the steps above:

  • There have been no tracking updates for 5 or more days
  • The tracking shows "delivered" but the recipient confirms nothing arrived
  • The parcel has been returned to sender
  • The tracking number doesn't appear to be working or shows an error
  • You believe only part of the order was shipped

To help us resolve your query as quickly as possible, please have the following ready when you contact us:

  • Your Bezos order number (e.g. xxx-3531-API)
  • The courier tracking number
  • A screenshot of the current tracking page, if possible
  • The date the order was dispatched

Tip: Raising a ticket with all of this information upfront means our team can start the courier investigation immediately, without needing to ask for it — saving back and forth.