What to do if your parcel is missing or the contents are wrong

If something's gone wrong with your order — it hasn't arrived, or the items aren't right — here's how to report it so we can help.

If your parcel hasn't arrived

If your parcel hasn't reached the warehouse within the expected delivery time, you can report it through your account so we can investigate with the carrier:

1. Select Missing.
2. Choose Find Missing Package.
3. Complete the form with accurate details and submit.

We'll then track your shipment, investigate with the carrier, and come back to you with a resolution.

Please note: forward2me cannot be held responsible for any items that were not delivered to our warehouse location. We can only investigate parcels that were delivered to our warehouse. If a parcel never reached us, the issue needs to be taken up with the retailer or the carrier that was delivering it, as they hold the tracking and delivery information up to that point. We're happy to help you work out which is the case.

If items are missing or incorrect

If the items you've received don't match your order, or quantities are missing, contact our Customer Experience team. They'll work with our warehouse staff, who can check the contents of your shipment and resolve the issue.

Check before you ship. The easiest way to catch a problem is before your parcel leaves the warehouse:

• You can request photos of your parcel's contents while it's at the warehouse, so you can confirm the retailer sent the right items and quantities before you pay to ship. [Confirm service name and how to request it — see opening-packages article.]
• You can also review the items and quantities recorded for each parcel in your Package Inbox.

Catching a discrepancy at this stage is much easier to resolve than after the parcel has shipped.