Track your order
Every order gets a tracking number by email the moment it ships.
Haven't received a tracking email?
- Check your spam folder. Order dispatch emails sometimes get filtered, especially from Gmail and Outlook.
- Confirm the delivery address on your order confirmation. Typos in address fields are the #1 cause of shipping delays.
- Order placed after 2pm? UK orders ship the next working day. Orders placed Friday afternoon ship Monday.
Where is my parcel now?
UK orders ship via Royal Mail Tracked 24, DPD, or Parcelforce — all with live tracking. Track directly on the courier's site using the tracking number in your dispatch email.
International orders ship via DHL, FedEx, or Parcelforce International. Customs clearance in the destination country can add 1-3 days to the transit time — this is outside our control.
Delivered but not received?
Sometimes couriers leave parcels in unusual places or with neighbours. Check with your neighbours first, then contact the courier directly. If it's genuinely lost, email us at hello@emberandice.co.uk with your order number — we file a claim with the courier and dispatch a replacement.
Missed the delivery?
Couriers leave a card. Follow the instructions on the card to reschedule or collect from a nearby depot / locker. If you don't collect within the courier's holding window (usually 7-14 days), the parcel returns to us and we refund minus the return-to-sender fee.
Any other order issue? Email us — we sort things out fast.