Where's my order

In a hurry?

Your tracking link is in your dispatch email. If tracking has stopped updating, jump to "Tracking hasn't updated" below.

Every order gets a tracking link by email as soon as it leaves us. If that hasn't arrived yet, or the tracking has stopped updating, here's what's going on and what to do about it.

Track your order

Your dispatch email contains a tracking link. Open that and you'll see the latest scan from Royal Mail.

You can also see every order and its tracking on your account page. If you checked out as a guest, the dispatch email is the only link - search your inbox for "Voltra" and check your spam folder, because order emails land there more often than you'd think.

No confirmation email at all? That usually means the email address was mistyped at checkout. Send us a message with your name and the postcode you used and we'll find the order.

When your order ships

Orders placed before 3pm on a working day are dispatched the same day. Anything after that goes out the next working day. We don't dispatch at weekends or on bank holidays.

Service	Delivery aim
StandardRoyal Mail Tracked 48	2 to 3 working days after dispatch
ExpressRoyal Mail Tracked 24	Next working day after dispatch

Delivery times are Royal Mail's aims and are counted from dispatch, not from when you ordered. We ship within the UK only at the moment. Costs and options are on our delivery page.

Tracking hasn't updated

Tracking normally goes quiet for a day or two between Royal Mail collecting the parcel and the first sorting-centre scan. That gap is normal and the parcel is moving even though the page isn't changing.

If there's been no new scan for 3 working days, something has probably gone wrong in transit. Get in touch with your order number and we'll chase it.

Tracking says delivered but nothing arrived

Before you contact us, three things are worth checking, because they account for most of these:

• Look at the delivery photo. Royal Mail usually attaches one to the tracking page, and it often shows exactly where the parcel was left.
• Check your usual safe place - porch, bin store, shed, behind a gate - and any parcel box.
• Ask immediate neighbours. Parcels are frequently left next door without a card coming through.

If none of those turn it up, tell us within 30 days of the delivery scan and we'll put it right. We'll need your order number and confirmation that you've checked the above.

Wrong or incomplete address

If you spot a mistake in your address, contact us straight away. We can change it while the order is still being packed, but once it's with Royal Mail the address is locked and the parcel has to complete its journey before it can come back to us and be resent.

Parcels that come back to us because nobody could deliver them are refunded or resent, whichever you prefer - though resending means a second delivery charge if the address was wrong at checkout.

Order arrived in more than one parcel

If everything in your order is in stock, it ships together in one parcel. Orders split into two in only two situations: one of the items is on pre-order, in which case the in-stock items ship first and the pre-order follows; or the order is too large to fit safely in one box.

If something is missing from the box and neither of those applies, let us know what's missing and we'll sort it.

Cancelling or changing an order

We can cancel or change an order any time before it's dispatched, so message us as soon as you can - orders placed before 3pm go out the same day, so the window can be short.

If it has already shipped, you can refuse delivery or send it back under our returns policy.