My order hasn't arrived
What to do if your printed Keepsake book hasn't arrived: check its status and tracking, the delivery address, and what to send us.
Updated
If your book hasn't arrived yet, the project's Orders tab shows where it's up to. Every book is printed to order, so it takes a little while.
Check where it's up to
In the project, choose Orders. Your order shows a status, such as Being checked, At the printer, Printing or On its way, and the date it should arrive. See Your orders and what each status means.
If it hasn't reached On its way yet, it's still being made. The date shows when to expect it.
It's on its way
Open the order and choose Track parcel to follow it on the courier's site. Tracking only shows on your own orders: if someone else ordered the book, ask them. Tracking can take a little while to start showing after the courier collects it. See Track a parcel.
Check the delivery address
Open the order and look at Ship to. If the address is wrong, choose Get help on the order as soon as possible, and we'll do everything we can.
Tracking says delivered, but it isn't here
Check with neighbours, your building's mail room, and any safe places the courier might use. Then open the order and choose Get help.
It arrived damaged or with a fault
That's covered. See Something's wrong with my printed book.
Still stuck?
Open the order in Orders and choose Get help, or email support@keepsakeproject.co. Include:
- Your order number
- What the tracking says, if there is any
- The address it was sent to