My order says delivered, but I haven’t received it

If your order has been marked as delivered, but you’re unable to locate it, we recommend the following steps:

Check with neighbours or others at your address who may have accepted the parcel
Look around safe drop areas or mailrooms on your property
Contact the courier directly for further delivery details or photographic proof

Please note, Goldfield & Banks considers an order delivered once it has been marked as such by the courier, whether to the customer or someone at the delivery address. It is the customer's responsibility to provide an accurate and secure shipping address.

If the courier confirms delivery—either through their tracking system or a signed delivery slip—no dispute regarding non-receipt will be accepted. We are not able to offer refunds or replacements for orders confirmed as delivered.

Goldfield & Banks is not liable for delivery issues caused by incorrect address details, unsafe delivery locations, or delays outside our control, including those caused by third parties or force majeure events under applicable consumer law.

If you’ve already checked with your courier and those around you and still can’t locate your parcel, feel free to contact our Customer Experience Team. We’ll always do our best to support you.

My order says delivered, but I haven’t received it — what should I do?Updated 10 days ago