Order Tracking Guide
Last updated: 16 September 2026
At Aldren & Rowe, we understand that once your order has been placed, knowing where it is becomes a priority.
This guide explains how our tracking process works, when tracking information becomes available, why some international shipments may temporarily show limited updates, and what to do if your parcel appears delayed.
Aldren & Rowe works with an international fulfilment and logistics network to deliver orders to customers in the United Kingdom.
1. Order Confirmation
After successfully placing your order, you should receive an Order Confirmation email at the email address used during checkout.
This confirms that your order has been received by our system.
Please check your spam or junk folder if you do not see the confirmation in your inbox.
If you still cannot locate it, contact:
Please avoid placing the same order again before contacting us, as this could result in a duplicate purchase.
2. Order Processing
Before dispatch, orders normally require:
1–3 business days
for processing.
Business days are:
Monday to Friday
excluding public holidays.
During this period, your order may go through:
- payment confirmation;
- order verification;
- product allocation;
- quality checks;
- packing;
- preparation for carrier collection.
Orders placed on weekends or public holidays begin processing on the next business day.
3. When Will I Receive My Tracking Number?
Once your order has been prepared for dispatch, tracking information will be sent to the email address associated with your order.
You may receive:
- a shipping confirmation email;
- tracking number;
- tracking link;
- carrier information.
Please keep your tracking information until your order has been successfully delivered.
4. Why Has My Tracking Not Updated Yet?
Some Aldren & Rowe orders are dispatched through our international fulfilment network, including fulfilment facilities located in China, before entering the United Kingdom delivery network.
During the first international stage of the journey, public tracking updates may be less frequent.
Your parcel may continue moving between:
- fulfilment facilities;
- export processing centres;
- international transport hubs;
- carrier networks;
- flight or line-haul routes;
without receiving a visible public scan at every stage.
For this reason, tracking may temporarily remain unchanged for several days.
This is a normal part of many international delivery routes and does not normally mean that your parcel has stopped moving or has been lost.
5. Common Early Tracking Statuses
During the international stage, your tracking may display statuses such as:
Shipment Information Received
Label Created
Pre-Shipment
Departed Facility
In Transit
Awaiting Carrier Update
or similar wording.
You may also see periods where no new event is displayed.
This can be normal while the parcel is travelling internationally.
6. When Does Tracking Become More Frequent?
Tracking generally becomes more detailed once the parcel reaches the United Kingdom and is handed over to the local delivery network.
At this stage, you may begin to see more frequent updates such as:
Arrived in the UK
Received by Local Carrier
Arrived at Delivery Depot
Out for Delivery
Delivered
The exact wording depends on the carrier.
Once the parcel enters the UK domestic delivery network, scans are normally more frequent because the shipment is moving through local depots and final-mile delivery systems.
7. What Happens Before My Parcel Reaches the UK?
A typical Aldren & Rowe order may move through the following stages:
Stage 1 — Order Processing
Your order is verified, allocated, checked and packed.
Estimated time:
1–3 business days
Stage 2 — International Dispatch
The parcel leaves the fulfilment facility and enters the international logistics network.
Stage 3 — International Transit
Your order travels towards the United Kingdom.
Tracking during this stage may be limited and there may be several days between visible scans.
Stage 4 — Arrival in the United Kingdom
The parcel reaches the UK logistics network and completes the applicable entry and carrier-processing procedures.
Stage 5 — Local Carrier Handover
The shipment is transferred to a UK delivery partner.
Tracking normally becomes more frequent from this stage.
Stage 6 — Final Delivery
The parcel moves through the local delivery depot and is delivered to the address provided during checkout.
8. Is Limited Tracking Normal?
Yes.
It is normal for international shipments to have fewer visible tracking events during the first part of their journey.
A parcel can be moving normally even when there has been no new public scan for several days.
For this reason, we recommend using the estimated delivery timeframe rather than the number of tracking updates to determine whether an order is delayed.
9. Estimated Delivery Time
Our normal order timeframe is:
1–3 business days processing
followed by approximately:
7–15 business days delivery
Typical total timeframe:
approximately 8–18 business days
Business days exclude weekends and public holidays.
These are estimated delivery times rather than guaranteed delivery appointments.
10. Why Can Delivery Occasionally Take Longer?
Although most orders arrive within the estimated timeframe, delays can occasionally occur because of circumstances outside our direct control.
These may include:
- unusually high carrier volumes;
- Black Friday or holiday periods;
- severe weather;
- transport network disruption;
- flight or line-haul delays;
- carrier backlogs;
- security or address verification;
- international logistics processing;
- local delivery delays;
- operational disruptions affecting a carrier or fulfilment facility.
A temporary tracking gap does not automatically mean that the order is delayed.
11. International Fulfilment
Aldren & Rowe works with international fulfilment and logistics partners.
Depending on product availability and the delivery route, your order may be dispatched from an overseas fulfilment facility, including facilities located in China.
This allows us to maintain access to selected styles and sizes while shipping directly to customers in the United Kingdom.
The origin of the fulfilment facility does not change the amount paid by the customer at checkout.
For eligible UK orders:
Free UK Delivery
VAT Included
No Import Fees on Delivery
12. Will I Pay VAT or Import Fees?
For eligible United Kingdom orders:
VAT is included in the amount charged to you.
Our fulfilment arrangement is structured so that customers should not normally be required to pay additional import fees when the parcel is delivered.
The fact that a parcel travels internationally does not mean that you should receive an unexpected customs bill.
If a carrier unexpectedly requests an import-related payment, please contact:
before making the payment so that we can investigate.
13. Why Does My Tracking Mention Customs or Border Processing?
International shipments may pass through border, import or carrier-processing stages as part of the normal delivery route.
Seeing references to:
customs
import processing
border clearance
or similar wording in your tracking does not necessarily mean that you need to take any action.
For eligible UK orders, VAT and import-related charges are handled through our fulfilment arrangement.
If the tracking specifically requests action or payment from you, please contact us.
14. Tracking Has Not Updated for Several Days
Short periods without visible tracking movement can occur during international transit.
This is particularly common before the parcel reaches the UK carrier network.
If your order is still within the estimated delivery timeframe, we recommend allowing additional time for the next carrier scan.
There is usually no need to contact us simply because tracking has not updated for a few days during this stage.
15. When Should I Contact Aldren & Rowe?
Please contact us if:
- your order has passed the estimated delivery timeframe;
- tracking displays an unusual error;
- the carrier requests unexpected payment;
- tracking shows delivery but you cannot locate the parcel;
- your address appears incorrect;
- the parcel is returned to sender;
- you have another delivery concern.
Email:
Please include:
Your full name
Order number
Tracking number
where available.
16. My Order Is Past the Estimated Delivery Time
If your order has passed the estimated delivery timeframe, contact our Customer Care team.
We can review:
- order processing date;
- dispatch date;
- carrier information;
- tracking history;
- latest available scan;
- delivery address;
- fulfilment information;
- carrier notices.
Where appropriate, we may contact the fulfilment partner or carrier to investigate.
17. My Tracking Says “Delivered” but I Cannot Find My Parcel
If tracking shows that your order has been delivered, first check:
- around the delivery property;
- any designated safe place;
- with other household members;
- with neighbours;
- building reception;
- concierge;
- parcel lockers;
- carrier delivery notes;
- any delivery photograph provided by the carrier.
If the parcel still cannot be found, contact:
and provide your order number and tracking number.
We will review the available delivery records and, where appropriate, raise an enquiry with the carrier.
18. My Parcel Was Left With a Neighbour or in a Safe Place
Depending on the carrier and delivery instructions, a parcel may be delivered:
- directly to the recipient;
- to another person at the address;
- to a neighbour;
- to building reception;
- to concierge;
- to an authorised safe place;
- to a collection point.
Please review the carrier's tracking information carefully.
Where available, the carrier may provide a delivery photograph, location or delivery note.
19. Can My Order Arrive in More Than One Parcel?
Yes.
If products are stored at different fulfilment locations, an order may occasionally be divided into multiple shipments.
If this happens:
- parcels may arrive on different days;
- each parcel may have its own tracking number;
- receiving one parcel does not mean the remainder of the order is missing.
Please review all tracking information associated with your order.
20. What About My Complimentary Cedar Shoe Trees?
Where your order qualifies for complimentary Cedar Shoe Trees, they may be:
- packed together with your footwear; or
- shipped separately.
Depending on fulfilment availability, the complimentary gift may arrive before or after the footwear.
A separate shipment does not mean part of your order has been lost.
21. Tracking Shows “Returned to Sender”
A parcel may occasionally be returned to the fulfilment network because of:
- incomplete address information;
- unsuccessful delivery attempts;
- failure to collect the parcel;
- carrier routing issues;
- other delivery problems.
If your tracking shows Returned to Sender, contact:
We will review the shipment and discuss the appropriate resolution.
22. Incorrect Delivery Address
Customers are responsible for entering a complete and accurate delivery address during checkout.
If you notice an error, contact us as quickly as possible.
If the order has not yet entered fulfilment, we will make reasonable efforts to update the address.
Once the parcel has entered the carrier network, changing the delivery destination may no longer be possible.
23. Carrier Says Delivery Was Unsuccessful
If the carrier cannot complete delivery, it may:
- make another delivery attempt;
- leave delivery instructions;
- redirect the parcel to a collection location;
- request additional information;
- return the parcel to the sender.
Please follow the latest instructions shown in the tracking information.
If you need assistance, contact our Customer Care team.
24. What If My Parcel Is Confirmed Lost?
If a shipment is confirmed lost by the carrier or our logistics investigation, Aldren & Rowe will provide an appropriate resolution.
Depending on the circumstances, this may include:
replacement shipment
reshipment
refund
or another solution agreed with the customer.
We will not require customers to accept an indefinite delay where a shipment is confirmed lost.
25. Seasonal Delivery Periods
Carrier networks may experience significantly higher volume during periods such as:
Pre-Black Friday
Black Friday
Cyber Monday
Christmas
New Year
During these periods, processing or delivery may occasionally take longer.
Tracking gaps may also become more common due to increased logistics volume.
26. Tracking Records
Aldren & Rowe maintains relevant fulfilment and delivery information where appropriate, including:
- order confirmation;
- shipping address;
- fulfilment date;
- dispatch date;
- carrier;
- tracking number;
- tracking history;
- available delivery confirmation;
- customer service communications.
These records help our Customer Care team investigate delivery concerns accurately.
27. Payment or Delivery Disputes
If you believe that:
- your order has not arrived;
- your tracking is incorrect;
- delivery has been significantly delayed;
- a refund has not been received;
- another order problem has occurred,
we encourage you to contact our Customer Care team first.
Email:
We aim to investigate legitimate concerns promptly and provide the appropriate resolution.
Where necessary, relevant order, fulfilment, tracking and communication records may also be used to investigate payment disputes.
28. Important Tracking Reminder
During international transit, tracking may update less frequently.
Once your parcel reaches the United Kingdom and is transferred to the local delivery carrier, tracking updates generally become more frequent.
Your parcel can still be moving normally even when no new tracking scan is visible.
Please use the estimated delivery timeframe as the main guide to the progress of your order.
29. Need Help?
If you still have questions about your delivery, contact:
Aldren & Rowe Customer Care
Email:
Customer service hours:
Monday to Friday
09:00–17:00
Response target:
Within 24 hours
When contacting us about a delivery, please include:
Order number
Tracking number
whenever possible.
Aldren & Rowe
From dispatch to delivery, we want you to know what to expect.
Free UK Delivery · VAT Included · No Import Fees on Delivery