Where Is My Order?

Once your order is placed, you will receive an order confirmation email. You will then receive a dispatch confirmation email with tracking details as soon as your order has been shipped.

If you haven’t received a dispatch email yet, your order is still being processed, packed, or prepared for dispatch. This is completely normal within our stated processing times.

In most cases, no update simply means your order is still moving through our system as expected.

Order Processing & Dispatch Times

We aim to dispatch all orders within 1–2 working days of purchase.

Please allow longer for:

• Personalised items (up to 10 working days)
• Pre-orders (dispatched on the date stated at checkout)
• Busy periods (dispatch may take slightly longer)

If your order contains multiple items, we will ship everything together once all items are in stock.

Tracking Your Order

Once dispatched, you will receive a tracking email so you can follow your order.

Please note:

• Tracking updates may take 24–48 hours to appear
• Couriers may not scan parcels immediately after collection
• Early tracking can sometimes appear inactive before updating

My Tracking Hasn’t Updated

It is normal for tracking to take time to update after dispatch.

In most cases, your parcel is still in transit between scanning points and will update shortly.

If your tracking has not updated after a reasonable period, please check again later before contacting us.

Personalised Orders & Tracking Emails

For personalised items, you may receive a dispatch email before your order has physically left us. This is because dispatch notifications are generated when your shipping label is created, even if your item is still with our engravers.

Please don’t worry as your order is still being prepared and will be dispatched within the stated 7–10 working days timeframe. Tracking will begin to update once your parcel has been scanned by the courier.

My Order Says Delivered But I Haven’t Received It

If your tracking shows your order as delivered but you cannot find it, please:

• Check safe places around your property
• Ask neighbours or household members
• Check with your local delivery office or courier

If you still cannot locate your parcel, please contact us within 30 days of the delivery date at support@shoreusable.com so we can investigate.

Delayed or Missing Updates

Occasionally, courier updates may be delayed or temporarily missing. This does not usually mean your parcel is lost.

Most delayed updates resolve within a few days once the parcel reaches the next scan point.

Before Contacting Us

To help keep our response times fast for everyone, please check:

• Your order confirmation email
• Your dispatch confirmation email
• Your spam or junk folder
• Allow enough time for tracking to update (24–48 hours)

In most cases, your order is still processing or in transit and will update shortly.

Still Need Help?

If:

• Your dispatch timeframe has passed, or
• Your delivery issue is outside the normal tracking window

Please contact us at support@shoreusable.com and we’ll be happy to look into it for you.