Where is my order?
As soon as your order leaves us we send a dispatch email with your tracking number and a direct link. That email is the quickest way to check on a parcel — have a look for it before anything else, including in your spam folder.
Tracking has not updated
Tracking can take up to 24 hours to show its first scan, so a blank tracking page on the evening of dispatch is completely normal.
If it still has not moved after 5 working days, email us with your order number and we will chase it up.
Nothing has arrived
Allow 3 to 5 working days in transit from dispatch, Monday to Friday, excluding UK public holidays. If your parcel has not arrived within 10 working days of dispatch, email support@flatcaphouse.co.uk with your order number.
We will open an enquiry with Royal Mail and either resend your order or refund it in full. You do not need to chase the carrier yourself.
Get in touch
Email support@flatcaphouse.co.uk or use our contact form with your order number. We reply within 24 to 48 hours on working days, Monday to Friday, 9:00 am to 5:00 pm GMT.
Full delivery timings are on our Shipping Policy page.