Order tracking

Where is my order?

Two ways to check on your parcel — through your account, or straight from the tracking link we email you once it leaves us.

Through your account

Sign in to see every order you have placed with us, its current status and its tracking number. If you checked out as a guest, use the same email address you ordered with and we will send you a code.

From your dispatch email

As soon as your parcel is handed to the carrier we email you a tracking link. Open that email and follow the link — it takes you straight to the carrier's live tracking page. Worth checking your spam folder if you cannot find it.

Lost the email? Write to us

What your status means

Order placed: We have your order and your confirmation email is on its way. Nothing has been packed yet, so this is the window to tell us about any change.
Being prepared: Your piece is being picked and packed. Once it reaches this stage the address and the sizes are locked in.
Dispatched: Your parcel is with the carrier and your tracking link is live. It can take up to a day for the first scan to show — an empty tracking page at this point is normal.
Out for delivery: The parcel is on the van and arriving that day.
Delivered: Marked as delivered by the carrier. If you have not got it, check with neighbours and any safe place first, then get in touch.

Common questions

My tracking link is not showing anything yet

Tracking numbers are generated the moment a label is printed, but they only go live once the carrier physically scans the parcel into their network. That gap is usually a few hours and can stretch over a weekend. If nothing has moved after two working days, email us and we will chase it.

How long will delivery take?

The estimated delivery window for your address is shown at checkout, before you pay, and repeated in your confirmation email. It depends on where you are, so we would rather point you to that figure than quote a single number here.

Can I change my address after ordering?

Only while your order still shows as placed or being prepared. Email support@pretty-willow.com with your order number and the correct address as quickly as you can. Once the parcel has been dispatched we cannot redirect it.

Where do I find my order number?

It is at the top of your confirmation email and starts with a hash followed by four or five digits. It is also listed against every order inside your account.

My tracking says delivered but nothing has arrived

Carriers occasionally scan a parcel as delivered slightly early, or leave it with a neighbour or in a safe place without making that obvious. Give it until the end of the next working day, check around your door and with anyone nearby, then email us with your order number and we will open an investigation with the carrier.

Part of my order is missing

Orders with several pieces are sometimes split across more than one parcel, each with its own tracking number. Check whether you have received a second dispatch email before assuming something is lost.

Still stuck? Send us your order number and we will look into it ourselves rather than sending you back to the carrier.