Order tracking
Where to find your order reference, and what each email means.
Your order reference
Every order gets a reference in the format BS-XXXXXX. It appears on the confirmation screen immediately after you place the order, and again in the first email we send. Quote it in any message to us and we can find your order straight away.
The emails you should expect
Tracking the parcel
The tracking number in the dispatch email is the carrier's, not ours. Tracking usually takes a few hours to become active after the email arrives, so a number that shows nothing at first is normal rather than a problem.
Nothing has arrived
If you have not had the confirmation email within one working day, check the spam folder first — it is the most common cause. If it is not there, contact us with the reference from the confirmation screen, or with the email address and name you used, and we will find the order.
If tracking has not moved for more than three working days after dispatch, tell us and we will open an enquiry with the carrier.
Changing or cancelling
Because nothing is charged and nothing is packed until you reply to the confirmation email, an order can be changed or cancelled free of charge at any point before then. Just reply to the email and say what you want changed.