Track my order

Your tracking number is emailed automatically as soon as your order is handed to DHL — typically 2–3 business days after order confirmation (4–6 weeks for bespoke orders). If you haven't received a dispatch email after 4 business days, check your spam folder or contact us.

"Label created" means the shipping label has been generated but the parcel hasn't yet been scanned at the DHL facility. This typically takes 12–24 hours after your dispatch email. If the status hasn't moved past "label created" after 48 hours, please contact us and we will confirm handover with DHL.

Customs holds are uncommon but occasionally happen, particularly for higher-value orders. DHL will contact you directly if any action is required — typically payment of import duty or providing identification. If you need additional documentation for customs clearance, email [email protected] and we will provide the relevant paperwork within 24 hours.

Once dispatched, address changes are managed directly through DHL's On Demand Delivery service — you will receive a link from DHL allowing you to redirect, reschedule, or leave with a neighbour. Use your waybill number on the DHL website if you haven't received this link. Contact us if you need help reaching DHL.

First, check with neighbours, building reception, or any safe place noted on your DHL account. DHL sometimes marks a parcel as delivered when left with a neighbour. If you still cannot locate it, contact us within 5 days of the marked delivery date — we will raise a formal trace investigation with DHL. If confirmed lost, we will arrange a replacement or full refund.

Photograph the outer packaging and the jacket immediately — before removing any wrapping. Then email [email protected] within 5 business days with your order number and photos. We will raise a DHL damage claim and arrange a free replacement or full refund. Do not discard the original packaging until the claim is resolved.

Customs duties and import taxes depend on your country. In the UK, goods over £135 are subject to import VAT (20%). In the EU, goods over €150 may attract customs duty. DHL will contact you if any payment is required. These charges are set by your government and are outside our control. Our export credentials page shows typical duty rates by HS code for common destinations.

Standard DHL Express takes 3–7 business days from dispatch for most destinations. UK and UAE: 3–4 days. Western Europe: 4–5 days. North America: 5–6 days. Australia, Japan, Southeast Asia: 5–7 days. Add 2–4 business days for production before dispatch (4–6 weeks for bespoke orders). Full details on our shipping & delivery page.