Where is my order?
We will keep you updated about your order via email, we may also send you important updates about your order including confirmation when they have been dispatched.
You will require your order number to track your parcel. This will be on your order confirmation and dispatch emails.Order numbers begin with the letter M, followed by a series of numbers.
Alternatively, if you have a Mountain Warehouse account, you will be able to find your order number list in the “My orders” section.
To track your order please use the link below:
Your dispatch confirmation email will be sent from do_not_reply@mountainwarehouse.com and will contain your tracking number and link to the courier website to track your parcel. If you can't find it, please check your junk/spam folders.
For delivery options please click here
These terms apply to items 'Sold & Shipped by Mountain Warehouse' only and do not apply to MW Marketplace orders. Please see the MW Marketplace Help Section for further details - Here
Order Status Explained
Your order will go through several statuses before reaching you, below is an explanation for each.
|
Processing |
Your order is currently being processed in our warehouse |
|
Shipped |
Your order has been collected by our courier, please allow 24 hours for your tracking to update |
|
Cancelled |
Your order has been cancelled. You will be contacted by our Customer Care Team to explain why this has happened |
Tracking your order
You will receive an automated email confirming once your order has been shipped/dispatched. Your parcel is then with our courier Evri. You will then be able to track your order via the Evri website, the Evri app orthrough this link:
https://www.mountainwarehouse.com/help/track-order/
We’ve got it
This means that Evri have received your parcel from us. They will deliver your parcel within the agreed time, depending on the service selected this will be; next day, or up to 5 days.
On its way
Your parcel is making its way through the Evri depots to your local ParcelShop or to your local courier.
With your courier
You will get an email on the day of your delivery with a delivery time slot. This email also contains a link which lets you track your parcel’s progress.
Your courier will make three attempts to deliver your parcel. If their delivery attempt was unsuccessful the courier will leave a card which will tell you when they’re making their next delivery attempt, and should also reference an 8-digit card number which you can use to track your parcel.If you’re unable to be in for the next delivery attempt then don’t worry, you can divert your parcel at any point in the delivery journey.
For ParcelShopdeliveries
You’ll receive a text message or email when your parcel’s ready to collect. Make sure you take the confirmation email or text from Mountain Warehouse. You’ll also need personal identification or a PIN to collect your parcel, which may be given in a separate email.
Delivered
Your parcel has arrived at its delivery location, and when you look at the tracking information Evri can provide the following (if they have them for this delivery);
- A photo and map of where your parcel was delivered to
- The name and signature of the person who took delivery
You may get an email when your parcel is delivered which will show all of the above information with a link to the tracking information.