Frequently Asked Questions

How do I track my order

You can track your order using your tracking number and the link on your dispatch confirmation email. Alternatively, you can sign in to your Doorstop Shop account to check your order status.
You can also visit the following sites to track your order. Be sure to have your order number ready

Why hasn’t my order arrived

If your order has not arrived within the time-frame specified on our Delivery Information page, try the following: 

  • Click the tracking link on your dispatch confirmation email to see your order’s status · Sign into your account to check we have your correct delivery address and contact details
  • During extremely busy periods, e.g. Black Friday, Christmas, bank holidays, we may need to slightly extend our delivery window. This will be by exception only. Please contact our customer service department if you have any questions or concerns regarding your order
  • If you were out at the time of delivery, our delivery driver should have left a card to tell you where your parcel is, i.e. it has been signed for by a neighbour or left in a safe area such as a shed, garage or porch · If you still can’t find your parcel, please contact us, quoting your order number. We’ll reply within 24 hours and will do our best to locate your parcel straightaway.

I’ve forgotten my password – what should I do?

If you are trying to sign in to your account but have forgotten your password, click on the link on the sign in page that reads "forgot your password?" and we’ll send you an email reminder. 

Am I able to amend my delivery address? 

We are unable to change the delivery address for parcels once the order has been placed. Please note that any changes you make to your account after placing an order will not take effect immediately and won't apply to orders already placed. If you need to change an address, please cancel your order as soon possible, and re-order using the correct address. 

An item is missing from my order, what should I do? 

Please check your packing slip (the form inside your box or bag) to see a list of the exact items that should be in your parcel.
If something is listed but not in your parcel, please contact us 

Have you received my returned item(s) 

We'll send you an email to let you know we've received your item(s) and your refund is being processed.
If after 10 working days we haven't been in touch, please do contact us.

Why has my order being cancelled? 

During busy periods, such as Christmas, Black Friday and Sale, demand may outweigh the amount of stock we have available and we may not be able to fulfill your order. If this is the case, we will let you know as soon as possible.