Find delivery details for a store order

The Orders area shows records linked to your V13 ID. A record can include the order stage, carrier, tracking number and expected date. These fields depend on the information available for that order; some may be unassigned.

What you need

  • The V13 ID used for the order
  • Your order number

  1. Open your orders

    Sign in with the account used when submitting the request and open Orders. Find the matching order number rather than relying only on the displayed amount.

  2. Read the record

    Check the stage and last-updated date. Copy the carrier and tracking number if they are present. An expected date is an estimate shown in the record, not proof that a parcel has arrived.

  3. Follow up with context

    For a missing or outdated update, give support the order number, the latest stage and any tracking information already received. Include the delivery country so the request can be checked against the right route.

I have a tracking number

Use the carrier details already supplied.

  1. Check the carrier's information

    Use the named carrier's official tracking service with the exact number. If it cannot find the parcel, share that result and the number with support. Do not guess a carrier from the number alone.

No tracking number is assigned

The record does not yet provide a tracking reference.

  1. Ask for a delivery update

    Request the current fulfilment stage and whether a carrier reference is available. An empty tracking field does not establish that the order was lost or cancelled.

A guest checkout or an unlinked request may not appear in your account. Keep the original order number.

If it doesn't work

The order is missing

Confirm you are using the original account. If you checked out without signing in, contact support with the confirmation number and checkout email; do not create another order to make it appear.

Last checked: 9 September 2026

Was this helpful?

Still stuck?

Tell support which step stopped you and what you saw. Never send passwords, verification codes or full payment-card details.

Contact support

Related topics