Track Order

Your tracking details arrive by email when your order leaves us. Here is where to look, and what to do if they do not appear.

Where to find your tracking

Open the dispatch email we send when your order is handed to the carrier. It contains your tracking number and link.
If your order ships in more than one parcel, each parcel has its own tracking number and may arrive on different days.
Check your spam and promotions folders. Emails come from caltonbrown.com.

What to expect

After you order	You receive an order confirmation straight away. We aim to dispatch within 2 working days of payment
After dispatch	You receive tracking by email. Carrier tracking can take a short time to show its first movement after the parcel is handed over
In transit	Your parcel travels to your country, clears customs where needed, and goes out for delivery. The estimated delivery window for your address was shown at checkout
On delivery	A signature may be required. If nobody is available, the carrier will make another attempt or leave a notice

Customs and duties

Duties and import taxes are not included in our prices or delivery charges. Where your country charges them, the carrier or customs will contact you with payment instructions, and the parcel may be held until they are paid. Please watch for messages from the carrier and pay promptly so that your parcel is not delayed or returned. If customs asks for information from you, such as an identification number, please reply promptly. If you think you have been charged incorrectly, email orders@caltonbrown.com with your order number and a photograph of the notice. More is on our Customs, Duties & Taxes page.

When to contact us

No tracking email: after checking spam, email orders@caltonbrown.com with your order number and the email address used for the purchase.
Tracking has not moved for 5 working days, or your parcel is later than the estimate shown at checkout: email orders@caltonbrown.com.
Marked delivered but you have not received it: follow the steps in section 12 of our Refunds, Returns & Cancellations policy, and email orders@caltonbrown.com within 7 days of the recorded delivery date.
Parcel arrived damaged: keep the packaging, take photographs and email returns@caltonbrown.com.