I'm missing an item from my order, what do I do?

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

• We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
• You can also check if your order has been split into more than one parcel by checking 'My Orders'.
• The item(s) you ordered may have been out of stock - it's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
• If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined or split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
• If some of your items are being shipped from another warehouse, their delivery times may differ, so it's worth checking your expected delivery date and tracking in 'My Orders'.*

If you have an item missing from your order, please let us know within 30 days of your order being delivered and we'll get on it straight away and sort it out.

Just one more thing...

*We aim to meet these delivery times, but during busy periods (including sale), deliveries may take a little longer. Occasionally, tech updates to our systems or force majeure events, such as extreme weather conditions, may affect these delivery services for a limited time, resulting in changes to our cut-off times and/or delivery times.

However, we will always work hard to keep these temporary changes to a minimum. ANSU cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.