Where is my order? How to track your SpatzWear deliveryUpdated 12 days ago

Step 1 — Find your tracking link

As soon as your order is dispatched, we send you a shipping confirmation email with a tracking link included. This email comes from [email protected] — if you cannot find it, check your spam or junk folder.

Your tracking link will take you directly to the courier's website where you can see the live status of your parcel.

Step 2 — Identify your courier

SpatzWear ships with the following couriers depending on your location:

• DPD — most UK domestic orders. Track at track.dpdlocal.co.uk
• Royal Mail — some UK orders. Track at royalmail.com/track-your-item
• FedEx — international orders. Track at fedex.com/tracking

Your shipping confirmation email will take you directly to the right tracking page.

Step 3 — Understand your delivery timeframe

Once dispatched, typical delivery times are:

• UK domestic — 1 to 3 business days
• Europe — 5 to 7 business days
• USA — 3 to 5 business days
• Rest of world — 7 to 14 business days

These are estimated timeframes and can vary during busy periods or due to customs clearance for international orders.

My order says delivered but I have not received it

Before getting in touch, please check:

• With neighbours or building staff — couriers often leave parcels with a neighbour
• Any safe place on your property such as a porch, side gate, or outbuilding
• Your building's mailroom or parcel locker if applicable
• That the delivery address on your order confirmation is correct

If you have checked all of the above and still cannot locate your parcel, please contact us with your order number and we will raise an investigation with the courier straight away.

My order has not moved or seems stuck in transit

Tracking occasionally stops updating while a parcel is in transit — this does not always mean there is a problem. However if your order has been showing the same status for more than:

• 5 days after dispatch for UK domestic orders
• 14 days after dispatch for international orders

Please contact us with your order number and we will investigate with the courier.

My order is being held at customs

For international orders, customs clearance is handled by the destination country's border agency and is outside our control. Here is what you can do:

• Monitor communications from your local customs agency — they may contact you to pay import duties or provide identification
• If the courier has asked for a PID (personal identification number), provide this directly to the courier to release your shipment
• If your order has been held in customs for more than 14 days with no movement, contact us and we will help investigate

Please note that import duties for EU and international orders are the responsibility of the customer. See our Import duties and taxes article for full details.

I have not received a shipping confirmation email

If your order is less than 3 business days old it is likely still being processed and packed — you will receive your shipping confirmation as soon as it leaves our warehouse.

If it has been longer than 3 business days and you have not heard anything, please contact us with your order number (beginning with SP) and we will look into it.

I placed a pre-order — when will it ship?

Pre-order items are dispatched as soon as they arrive at our warehouse. You will receive a shipping confirmation email the moment your order is on its way. For an update on your pre-order timeline please contact us with your order number.

Still need help?

Our team is happy to help. Email us at [email protected] with your order number (beginning with SP) and we will get back to you as quickly as possible.