MAVISSE customer care
Track your order
Follow your jewellery’s journey. Once your order has been dispatched, use the tracking link in your dispatch email for the latest delivery updates.
Sign in with the email address used at checkout to view your available order information. You can also follow the link in your dispatch email.
Start here
Your tracking details, in three steps
Find your dispatch email
Search your inbox for MAVISSE and check your spam or junk folder. Your order confirmation confirms your purchase; your dispatch email contains the tracking details once your parcel is on its way.
Follow the tracking link
Open the link in your dispatch email to see the latest carrier information. If a separate tracking number is provided, you can also use it on the carrier’s official website.
Check the latest update
Carrier scans may not appear immediately after dispatch. Check the date of the most recent update and any delivery instructions. If you need help understanding the status, contact us below.
Delivery to the United Kingdom
A little clarity on timing
4–6 working days
Estimated from payment, including processing and transit.
Fulfilment and packing usually take 1–2 working days within this estimate, rather than in addition to it. Working days exclude weekends and bank holidays.
Delivery times are estimates. The tracking link provides the latest available carrier information. If your parcel has not arrived within the estimated window, get in touch so we can check its progress.
Shipping & delivery detailsUnderstanding the journey
What does your tracking status mean?
These are examples of common updates, not the live status of your order. The wording and timing of scans vary by carrier.
- Preparing your order
- Your order is being processed and packed. Tracking becomes available after dispatch; an order confirmation alone does not mean the parcel has been handed to a carrier.
- Dispatched or label created
- Shipment details have been generated or the parcel has been dispatched. A label-created message can appear before the carrier’s first physical scan.
- In transit
- Your parcel is moving through the delivery network. Updates may pause between facilities. An out-for-delivery message means the carrier is preparing to make a delivery attempt.
- Delivered
- The carrier has recorded delivery. Check any delivery photo or instructions and your nominated safe place. If you still cannot locate the parcel, contact us so we can investigate.
Tracking questions
When you need a little more help
I have not received a dispatch email. What should I do?
First, check the email address used at checkout and your spam or junk folder. Your order may still be processing. If you cannot find your confirmation or you are unsure whether your order has been dispatched, use the form below and include your order number if you have it.
My tracking link has no updates. Is something wrong?
The first scan may appear after the dispatch notification, and scans are not always continuous while a parcel travels between facilities. Check again using the original tracking link. If your estimated delivery window has passed or the carrier shows an issue, contact us so we can check with our fulfilment partner and the carrier.
My estimated delivery window has passed. What happens next?
Send us your order number and the email address used at checkout. We will check the shipment details and investigate with our fulfilment partner or carrier as appropriate. If the parcel is confirmed lost, we will explain the available resolution. You do not need to resolve a lost-parcel claim alone.
Tracking says delivered, but I cannot find my parcel.
Check the delivery address on your order, any delivery photo, your nominated safe place and whether someone at your address accepted it. If it is still missing, contact us promptly with your order number and the tracking details so we can investigate.
Can I change my delivery address?
Contact us as soon as possible with your order number and the correction. We will check whether a change is still possible. Once an order is being processed or has been dispatched, an address change may not be available; a request does not confirm that the address has been updated.
Is my order number the same as my tracking number?
No. Your MAVISSE order number identifies your purchase and appears in your order confirmation. A tracking number identifies a shipment with the carrier and is provided with the dispatch details. Use the tracking link or tracking number for carrier updates, and your order number when contacting us.
Personal assistance
Let us help you find your order
Tell us what you need help with and use the email address entered at checkout. Add your order number if you have it, so we can find the right order more easily.
Prefer to email us?
info@mavisse.co.uk
Request tracking support
This sends a message to our customer care team. We will review the details and reply by email.