How will you ensure my high-value item is delivered safely?
High-value items will require a signature or PIN number. We’ll send you an email explaining how to track your item and letting you know when it will be delivered.
If no-one is available, the courier may attempt to leave the parcel with a neighbour. The courier will post a card through your door with further delivery instructions if they're unable to complete delivery or if they leave the parcel with a neighbour.
The courier will attempt to make delivery twice before the parcel is returned to our warehouse.
Can you notify me when you’re on your way?
For large items being delivered via a ONLINE 24/7 LTD van, we'll contact you by text the night before your delivery to narrow your slot down to a 2-hour window, and we'll confirm that on the day when the van leaves our warehouse.
Our delivery crew will also call you at any time up to 30 minutes before they arrive.
Will your delivery team put my item in the right place?
For delivery of large items, our delivery team will put your item in the room of your choice.
Will your delivery team take the packaging away for me?
If your item is being delivered by a ONLINE 24/7 Ltds delivery team, they’ll gladly remove packaging at your request.
Do I need to show ID for the age-restricted items I’ve bought?
Can I track my item from your approved supplier?
It may be possible for you to track smaller items - check your confirmation email or any communication from the supplier for further details. We’re sorry that you won’t be able to track large item deliveries being fulfilled by our approved suppliers. We’ll always help if you have any concerns, though please wait until your delivery due time has passed as it means we can assist you more easily.
To enquire about your order, contact Customer Services on 0203 092 1126. They will be able to contact the supplier for you and then get back to you with an update.
Why is my delivery from your approved supplier slightly longer than I’d expect?
We quote the approximate lead time for delivery from our approved suppliers on the product page, so please check this before contacting us. If the promised delivery time has passed, please call Customer Services on 0203 092 1126 for help tracking your order.
I need support with my approved supplier delivery as there’s been a mistake with my order, or it hasn’t yet been delivered.
If your order is overdue, or accidentally damaged in transit, or you have any query about your order, call our Customer Services team on 0203 092 1126. They will be able to contact the supplier on your behalf; please note though, that the opening hours of our Customer services team are 7am - 7.30pm, 7 days a week, but those of our suppliers may differ.
Our approved suppliers reserve the right to not deliver an order if they believe the address isn't secure, for example a communal postal address or PO box. If this affects an order you place, you will be notified as soon as possible.
Our approved suppliers deliver to most postal areas in the UK. However, geographical location and courier availability can restrict delivery to some areas.
Delivery to the following postcodes is not available:
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