If your order has not arrived within the expected timeframe, here is what to do.
Check your tracking
Start by checking the tracking link in your dispatch confirmation email. The courier's website will show the latest status of your parcel. Tracking updates can sometimes take a few hours to refresh.
Estimated delivery times
- UK standard delivery: 3 to 5 business days from dispatch
- UK next-day delivery: next business day from dispatch
- International orders: varies by destination (typically 5 to 14 business days)
Weekends and bank holidays are not counted as business days.
If your tracking shows delivered
If the courier's tracking shows your parcel as delivered but you have not received it, check with neighbours or any safe places around your property. Some couriers leave parcels in a designated safe place.
Still not arrived?
If your order is significantly delayed or appears lost, email hello@orus.uk with your order number. We will investigate with the courier and arrange a replacement or refund.