Where is my order?
Most questions we get are answered on this page. Here is exactly what happens after you order, and how to follow your parcel yourself.
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Your order arrives with us
You get an email straight away with everything you ordered on it. If something is wrong, reply to that email and we can still change it, as long as your parcel has not gone out yet.
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It is packed and posted within 24 hours
Your order is packed and handed over within 24 hours, Monday to Friday. Order over a weekend or a public holiday and it goes out on the next business day.
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It goes in the post and you get tracking
The moment it leaves us you get an email with your tracking link in it. It can take a day or two before that link shows any movement, and that is normal rather than a bad sign. We do not promise a delivery date, because that part is with the carrier. From then on you can follow it yourself, below.
Follow your parcel
Paste the tracking number from your shipping email. Your parcel changes hands on its way to you, so this looks it up across every carrier at once.
Tracking says delivered, but it is not here
This one is common and it usually sorts itself out. Parcels are sometimes scanned as delivered a little before they actually arrive, so start by having a look around: by the front door, behind a pot or a bin, in the letterbox, with a neighbour, or wherever your carrier normally leaves things. If someone else is home, ask them too.
Still nothing after 48 hours? Write to us and we will chase the carrier for you. You do not need to do that part yourself.
One more thing worth checking: the address on your confirmation email. If a parcel comes back to us because something in it was wrong, we will email you and send it out again at our cost.
Still not sure? Email hello@frankiebelle.com with your order number and we will look it up for you. You get a real reply within 24 hours.