If your order has not arrived by the estimated delivery date we’re here to help.
Before contacting us it’s worth checking a few things first. Check the tracking link we sent in your despatch email to view up to date tracking information.
Sign into your account to check we have the correct delivery information for your order and that all of your contact details are up to date.
Check with your neighbours. If you weren't in then the courier may have left the parcel with one of your neighbours. Check in any safe areas the driver may have left your parcel, such as in a porch or garden shed.
If you still can’t find your parcel contact our Customer Service team quoting your order number.
We're pretty quick at picking and packing your order, therefore we're not able to change or cancel your order once your purchase has been confirmed. After receiving, you are welcome to follow the returns process to receive a refund.
All our home delivery orders are trackable. You will receive a despatched email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history.
When we send your despatched email there can sometimes be a delay between this being sent and the carrier receiving the order, as a guide please allow up to 12 hours for your order information to be visible.
On occasions we are unable to send all of the items you have ordered. We will send you an email if you are to expect any missing items from your order so please check your mailbox. Some details may also be printed on your despatch note.
We will refund any payment taken for items not sent.
We also ship our orders from two different locations. This means your order may be split across two separate consignments, and may not all arrive at the same time.
Make sure your Internationalisation Settings are on New Zealand. You can access this by heading to your phone settings > JD App > Internationalisation > Selecting New Zealand. For a guide head to our App Promo Page On Site.
From the side menu, select MY JD and click into "country". From the list you can then select New Zealand.
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