Please wait until after your estimated delivery date (on your shipping confirmation email) before contacting us, as our team are unable to advise on your delivery until after this date has passed.
As soon as your order has left our warehouse, you'll receive a shipping email with a link to track your parcel. If you've placed a large order, or you've ordered a Disney Partner Product, each parcel will have its own tracking number so bear this in mind when checking your emails.
Orders placed on standard delivery will arrive within five working days. If your order hasn't arrived after this time, please check your tracking for any updates. You can see a breakdown of Hermes tracking updates here.
Orders placed on express delivery will arrive on the next working day, as long as you ordered before 4pm. If your order hasn't arrived after this time, please check your tracking for any updates. You can see a breakdown of Hermes tracking updates here.
Your estimated delivery date will take a number of factors into account, for example bank holidays or inclement weather. We'll also publish any known issues to our News and Announcements page to keep you updated.
Once your parcel is out for delivery, you'll receive a text message with a two hour window for when you can expect your parcel. If you're not at home to receive your delivery, you can reply to this and ask the courier to leave your parcel with a neighbour. Parcels may also be left in what the delivery driver deems a secure location, for example in a porch or outhouse, or by an enclosed area of your property. If the courier delivered your parcel in a safe area, there'll be a note and photo on your tracking so you know where it's been left.
Take a look at the below table, which shows your parcel journey from checkout to delivery.
DVDs and Blu-Rays
DVDs and Blu-Rays are shipped by Royal Mail and take up to five working days to arrive. Please check with a neighbour and around your property, as this may have been left in a safe place by your postman. Sorry, we can’t provide tracking details for these items.
Disney Partner Products
If you’ve ordered a Disney Partner Product it may take a little longer for you to receive your shipping email as these items are sent directly from our vendor. Most Disney Partner Products are shipped by Hermes, and you can track your Disney Partner item on the Hermes website with your tracking number included in your tracking email. You may need to remove the hyphens within your tracking number.
If you aren’t home to receive your delivery, the courier may leave your parcel with a neighbour and a calling card with details will be left for you. It may have also been left in what the delivery driver deems a secure location, for example in a porch or outhouse, or by a enclosed area of your property. You should be able to see this safe location on your Hermes tracking.
If you haven’t received your order within 20 working days please click the button at the bottom of this page for further help.