Every order is sent with a tracked courier service, so you can follow your parcel from the moment it leaves us.
The two emails we send
You'll hear from us twice on every order:
- Order confirmation — sent as soon as your payment goes through. This confirms we've received your order. It does not contain tracking, because your parcel hasn't been packed yet.
- Dispatch confirmation — sent once your parcel is with the courier. This one contains your tracking number and a link.
If you have an account with us, you can also see your orders any time by signing in.
My tracking link isn't showing anything yet
This is normal and it isn't a problem with your parcel. Tracking numbers are issued when we book the collection, but the courier's system only starts reporting once the parcel has been physically scanned into their network. That gap is usually a few hours.
If your tracking still shows nothing the next working day, get in touch and we'll check it from our end.
I haven't had a dispatch email
Check your spam or junk folder first — dispatch emails carry tracking links, which some mail providers treat with suspicion.
If it isn't there and it's been more than two working days since you ordered, email us at admin@creatinehq.co.uk with your order number and we'll look into it.
Tracking says delivered, but nothing has arrived
Before contacting us, it's worth checking:
- with everyone in your household
- with your immediate neighbours
- anywhere a driver might reasonably leave a parcel — porch, bin store, behind a gate, in a shed
Parcels marked as delivered turn up within 24 hours more often than you'd expect.
If it still hasn't appeared, email us with your order number and we'll open a claim with the courier. Please tell us within 21 days of the expected delivery date — that's the window the couriers give us to investigate, and we can't raise a claim once it closes.
My parcel arrived damaged
Contact us within 48 hours of delivery with photographs of the item, the outer packaging and the shipping label. Please hold on to the packaging until we've resolved it. Full details are on our Returns & Refunds page.
Changing where your parcel goes
Once a parcel is with the courier, the quickest way to redirect it, set a safe place, change the delivery day or send it to a local pickup point is through the courier's own tracking link. They can action that immediately; we'd have to contact them on your behalf, which takes longer.
Still stuck?
Email admin@creatinehq.co.uk with your order number and what's happened. We aim to reply within one working day.