My order shows as delivered, but I haven’t received it

If your order status shows “Delivered” but you haven’t received your package, we understand how frustrating that is. Here’s what to do next.

Step 1: Double-check the delivery location

Check around your property, packages are sometimes left in a safe place like a porch, garage, or with a neighbour.

Ask others in your household if they accepted the delivery on your behalf.

If you received a photo or note from the courier, it may show exactly where your package was left.

Step 2: Contact the courier or our driver

For Royal Mail deliveries, visit the Royal Mail tracking page and enter your tracking number for the latest status.

If it shows as delivered but you haven’t received it, contact Royal Mail directly:

• Phone: 03457 740 740
• Online enquiry form: available on the Royal Mail website

Ask if they can share details of where the package was left.

For same-day London deliveries made by our own drivers, please skip straight to Step 4 and contact us directly, we’ll be able to look into this for you quickly.

Step 3: Check with your neighbours

Sometimes packages are delivered to a neighbour by mistake. It’s worth asking nearby neighbours if they’ve received your delivery.

Step 4: Contact our support team

If you’ve tried the above and still can’t find your package, please get in touch. To help us assist you quickly, please have ready:

• Your order number
• Your tracking number (if applicable)
• The courier service used
• Any correspondence with the courier

You can reach Halo Pharmacy support via:

• Phone: 0121 827 5531
• Email: info@halopharmacy.com

We’ll work closely with you and the courier to resolve the issue as quickly as possible.