Track Your Order
Where to find your tracking information
When your order is dispatched, we send a dispatch confirmation to the email address used at checkout. The message includes the tracking number or a link to the carrier's tracking page.
Also check your spam or junk folder. If you created a customer account, the order-status page may also show the latest information available to Shopify.
Tracking has not updated yet
It can take up to two working days after dispatch for the first carrier scan to appear. Tracking may also pause temporarily while a parcel moves between carriers, international processing facilities or customs checkpoints.
A temporary pause does not necessarily mean the parcel is lost. If the status has not changed for a prolonged period or the estimated delivery window has passed, contact us and we will investigate.
Common tracking statuses
- Label created / information received: shipment information has been registered, but the first physical scan may not yet appear.
- In transit: the parcel is moving through the carrier network.
- Customs or clearance processing: the parcel is being processed at a border or import facility; the status may remain unchanged for several days.
- Out for delivery: the local carrier intends to attempt delivery.
- Delivered: check the delivery location, safe place, household members and immediate neighbours before contacting us.
If the parcel appears late, lost or misdelivered
Email support@colourivo.co.uk with:
- your order number;
- the tracking number;
- the delivery postcode; and
- a screenshot of the latest tracking status, if useful.
COLOURIVO remains responsible for the order until it is delivered to you or to a person you nominated. We will contact the relevant fulfilment or delivery provider and arrange the remedy required by your rights. You do not have to resolve a lost parcel directly with the carrier.
Changed or incorrect address
If the delivery address is wrong, email us immediately. We will try to correct it, but a change may not be possible after dispatch.
Protect yourself from delivery scams
Do not provide passwords, payment-card details or one-time security codes in response to an unexpected tracking message. COLOURIVO will not ask for your Shopify password or bank security code.
If someone unexpectedly requests payment in connection with delivery, contact us before paying and include a screenshot or photograph of the request.
Delivery terms
For prices, service area and estimated timing, see Delivery.