What to check first, who to ask, and in what order.
Most deliveries that look wrong are not. Before anything else, open the delivery and read the tracking — the answer is usually already there.
The words above the progress bar say exactly where things stand, and several of them look alarming without being a problem:
Carriers update on their own schedule, not in real time. A day of silence in the middle of a journey is normal, especially over a weekend or across a border. Silence from the very beginning, or silence after "out for delivery", is more worth chasing.
The seller is the right first person, not us. They handed the parcel over, they hold the receipt for it, and they have the relationship with the carrier — so they can chase it in ways a buyer cannot.
Use the message thread on the item so everything about that purchase stays in one place. Give them the delivery's tracking number and say plainly what you are seeing: no movement since a date, a failed attempt, marked delivered but nothing arrived.
Keep the conversation on Artmire rather than moving to private email or a phone call. If the matter ever needs looking at by us, the thread is the record of what was agreed — and off-platform arrangements leave nothing to look at.
Before assuming the worst, the usual explanations are worth ruling out: a neighbour took it in, it is with a concierge or in a safe place, or a household member brought it inside. The scan history often names the exact location or who signed.
If none of that explains it, tell the seller quickly. The sooner a carrier is asked about a specific scan, the more likely it can be traced.
Photograph it before doing anything else — including the packaging, which is evidence of how it travelled. Then message the seller with the pictures.
What happens next is governed by that seller's own Returns & Exchanges and Cancellations terms, which are on the item page and on their shop. Each seller writes their own, so read theirs rather than assuming a rule that applies across the Artmire platform.
Then bring it to us. Write to Artmire with the order, the tracking number and what has already been said in the thread, and our customer relations team will look at it.
A review cannot be edited or deleted once posted, so writing one mid-problem locks in a judgement about a situation that has not finished. Give the seller the chance to put it right first — how they handle a bad delivery is what the review should actually be about.