Track Your Order

Orders & delivery  ·  Last updated: 24 September 2026

Every AZEKA order is shipped with tracking, so you can follow your parcel from our warehouse to your door. This page explains how to track an order, what the different statuses mean, and what to do if your tracking information has stopped updating.

1. How to track your order

There are two ways to track your parcel:

Option 1 — From your account (fastest)

1. Log in to your AZEKA account.
2. Open Orders.
3. Select the order you want to track.
4. Click the tracking link to open the carrier’s tracking page.

Option 2 — From your dispatch email

When your parcel leaves our warehouse, we send you a dispatch confirmation email containing your tracking number and a direct link to the carrier’s tracking page. Clicking that link shows the current status and location of your parcel. Depending on the carrier, you may also receive delivery notifications by email or SMS.

2. Where to find your order number

Your order number is a short reference we give you when your order is placed. You can find it in:

• your order confirmation email, usually in the subject line and at the top of the message;
• your dispatch confirmation email;
• your account, under Orders; and
• any invoice or receipt we have sent you.

If you cannot find your order number, contact us with the email address used to place the order and the approximate date, and we will locate it for you.

3. What the tracking statuses mean

Status	What it means
Order received	We have received your order and it is being prepared. No parcel exists yet.
Processing / Preparing	Your payment is authorised and we are picking and packing your items. This normally takes 1–2 business days.
Dispatched	Your parcel has left our warehouse and has been handed to the carrier. Tracking will begin to update shortly.
In transit	Your parcel is moving through the carrier’s network towards your delivery country or region.
Arrived in destination country	Your parcel has cleared the border into your country and is with the local delivery partner.
Out for delivery	Your parcel is on the delivery vehicle and should be delivered today.
Delivered	The carrier records the parcel as delivered to the address on the order.
Delivery attempted	The carrier tried to deliver but could not hand the parcel over. See section 5.
Awaiting collection	Your parcel is at a collection point or parcel shop and is waiting for you to pick it up.
Held at customs	Your parcel is being processed by customs, usually because duties or import VAT may be payable. See our Shipping Policy.
Returned to sender	The parcel could not be delivered or collected and is on its way back to us. Contact us and we will arrange a refund or a resend.

Carriers sometimes use their own wording for these stages, and the exact sequence varies by destination. If a status is unclear, send us a screenshot and we will interpret it for you.

4. Tracking has not updated

Tracking information is generated by the carrier and can take up to 24 hours after dispatch to first appear in their system. After that, it is normal for tracking to pause for a day or two, particularly when a parcel is crossing a border or moving between the carrier’s regional hubs.

Please allow the following before worrying:

• Within 24 hours of dispatch: no tracking data is normal.
• 1–3 business days with no update: usually just a transit gap, especially at borders.
• More than 5 business days with no update at all: please contact us so that we can raise a tracer with the carrier.

When you contact us, please include your order number, the tracking number and the last status shown, and we will take it up with the carrier directly.

5. Delivery was attempted but I was out

If nobody was available to receive the parcel, the carrier will normally leave a notification card and either attempt delivery again on the next business day or leave the parcel at a nearby collection point or parcel shop.

In most cases you have between 7 and 14 days to collect the parcel, depending on the carrier. Details of the collection point, the opening hours and the deadline are shown on your tracking page and on the notification card.

If you would like the parcel redirected or held, please contact the carrier directly using the details on your tracking page — once a parcel is in the carrier’s network, they control where it is delivered and we are not able to change it from our side.

6. My parcel shows as delivered but has not arrived

If tracking shows the parcel as delivered but you cannot find it, please:

1. check around your property, including porches, side entrances, outbuildings and any safe place the carrier commonly uses;
2. check with neighbours, and with anyone else at your address who may have accepted it;
3. check whether a notification card has been left indicating delivery to a collection point or a neighbour;
4. look at the delivery photograph, if the carrier provides one on the tracking page — this often shows exactly where the parcel was left; and
5. contact the carrier directly and ask them to confirm the delivery details and the exact location recorded.

If the parcel still cannot be found, please contact us at [email protected] with your order number and the tracking number, and we will open an investigation with the carrier. Please allow up to 10 business days for the carrier to complete their checks. Where a parcel is confirmed as misdelivered or lost, we will send a replacement or issue a full refund, at your choice.

7. My parcel is delayed

Deliveries can take longer than estimated during peak periods, public holidays, adverse weather, customs processing, or when a carrier experiences network disruption. Our estimated delivery times are just that — estimates, not guarantees.

While we cannot control delays in the carrier’s network, we will always:

• keep you informed of anything we learn that affects your delivery;
• chase the carrier on your behalf; and
• offer you options — including cancellation and a full refund — if a delay becomes significant and you no longer want the order.

If you refuse a delayed delivery, the parcel will be returned to us and we will refund the value of the goods in line with our Refund Policy.

8. My parcel is lost

If your parcel cannot be located after an investigation by the carrier, it is treated as lost in transit. In that case you may choose either:

• a replacement — we send the same items again, with free shipping; or
• a full refund — to the original payment method, including any delivery charge.

You will not be out of pocket because a parcel was lost on its way to you. If the lost parcel later arrives, please let us know so that we can arrange collection at our cost.

9. Delivery times, at a glance

Stage	Typical time
Order processing before dispatch	1–2 business days
Delivery within the European Union	3–5 business days after dispatch
Delivery to the UK, Switzerland, Norway, Iceland, Liechtenstein	4–7 business days after dispatch
Remote areas and islands	5–10 business days after dispatch
Total, most orders	4–7 business days from order to delivery

Shipping is free on every order, with no minimum order value. For full details, see our Shipping Policy.

10. Need more help?

If you cannot find your tracking information, or if something about your delivery does not look right, please contact us. Include your order number where you have it, and we will investigate straight away.

Email	[email protected]
Telephone	+86 185 8889 7001 (Monday to Friday, 09:00–17:00 CET)
Response time	Within 1 business day