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Track a delayed or missing order
Find tracking details and get help with an unchanging status, late delivery, or a parcel marked delivered but not received.
Start with the tracking link in your dispatch email or our Track Order page. Tracking is normally sent after dispatch and creation of the shipment record, not while the item is still being personalized.
Enter your order details
The screenshots below show the current website with fictional example details. Use your own order number and email when contacting us.
On Track Order, enter the order number from your confirmation email and the email used at checkout, then select Track.
No tracking email yet
Check your spam and promotions folders and the email address used at checkout. Compare the time since ordering with the product’s production estimate. If you cannot find the details or believe production is overdue, contact us with your order reference and checkout email.
A label exists, but there is no movement
The first carrier scan may take a little time to appear. A label or shipment record alone does not mean the parcel has reached the next carrier facility. Check the latest tracking events, not only the headline status.
The parcel is late or updates have stopped
If the estimated transit period has passed or there is an unusual gap in updates, contact us. You can use website chat, our Contact Us form, the “Need help” button in your order details to submit a support ticket, or email service@nameandkin.com. Include the order number, tracking reference, latest event, and delivery destination. We will review the shipment with the carrier and explain the next steps. If the parcel is confirmed lost before delivery, we will arrange an appropriate replacement or refund.
Delivered, but not found
- Check the delivery location and any safe-place or delivery notice.
- Ask household members, neighbors, or building reception.
- If it is still missing, contact us; you can also ask the carrier for delivery details.
We will help review tracking and available evidence. A delivered status does not prevent an investigation. For a damaged, incomplete, or incorrect delivery, follow reporting a problem with your item. Full delivery terms are in our Shipping Policy.
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Still need help?
Use website chat, our Contact Us form, the "Need help" button in your order details to submit a ticket, or email service@nameandkin.com. Include your order number and checkout email if available. Our team works Monday to Friday and normally replies within 24 business hours.