Track your order

01There is no tracking box on this site

We could put a field here and a button marked "Track". It would look reassuring and it would tell you nothing, because orders on this shop are not held in an account you can log into — there are no accounts, no passwords and no order history behind a login.

What there is instead: a short, predictable sequence, and a person who will look your order up if you ask. Both are below.

02What happens, in order

From the form to the front door:

1. The order arrives. You see the thank-you page straight away; that page is the confirmation, and there is no automatic email before the call.
2. We call you. Usually within one working day, on the number you gave. We read back the product, the address and the exact amount the driver will collect, and you can change any of it, or cancel, right there. If nobody answers we try again; if we cannot reach you at all the order is not packed.
3. The parcel is handed over. One to two working days after the call is confirmed, the parcel goes to the courier or postal operator that covers your country.
4. The tracking details. Our call centre, the one that confirmed your order, gives them to you: once the parcel is handed over, or whenever you ask. It is the operator's own page — theirs, not ours — that shows the journey. Some routes have no consumer-facing tracking at all; on those you are told the dispatch date instead of pretending otherwise.
5. Delivery. Three to seven working days on the road, depending on the country. You pay the driver in cash and the parcel is yours.

03If you do not have the tracking details

Ask our call centre: it has the reference and gives it to you on the phone.

Or write to us. We get the reference and send it to you, or tell you plainly that the route has no tracking and give you the dispatch date instead.

04Asking us — and what to put in the message

Write to info@thalastbay.com. Put "Where is my order" in the subject line so it reaches the right desk, and include:

• the first and last name the order was placed under;
• the full delivery address, postcode and country included;
• the order reference from the thank-you page, if you noted it — if you did not, the phone number you gave will find it just as well;
• the rough date you ordered, which narrows the search considerably.

With those, we can usually answer on the first reply. Without them we have to ask you for them first, which costs a day.

The desk is open every day, 08:00–20:00 Central European Time and an answer comes within 2 working days.

05When a parcel is genuinely late

Estimates slip. Customs, weather and a driver who could not find the building all happen, and none of them means the parcel is lost.

If nothing has arrived 10 working days after the confirmation call, treat it as late and tell us. We open a trace with the operator, and if the parcel cannot be found you get a replacement or your money back — you choose which. You have paid nothing until the parcel arrives, so a lost parcel leaves you out of pocket by nothing at all.

06Changing the address, or calling it off

Before the hand-over, both are easy: say so on the confirmation call, or write to info@thalastbay.com the same day, and nothing has been packed yet.

After the hand-over, the address is in the operator's hands and we cannot alter it from here, though many operators let the recipient redirect a parcel from the tracking page. You can still refuse the parcel at the door and pay nothing; and once it has been delivered, the right of withdrawal is there.