Track Order
Your tracking number is in the dispatch email, sent the moment the label prints. Here is what to do when it is not moving.
Finding your tracking number
- Search your inbox for Prime Appliances — the dispatch email subject line carries the order number.
- Check spam and, on Gmail, the Promotions tab. Dispatch notifications land there more often than anywhere else.
- No dispatch email more than one working day after ordering? Email support@Lunwick.shop with your order number and we will resend it.
The carrier is named in that email. We do not decide which one carries a parcel until it is weighed, so it is not always the same.
What the statuses mean
| Status | What it means |
|---|---|
| Label created / pre-advice | We have booked it and printed the label. The carrier has not scanned it yet. This can sit for a few hours, and overnight it will sit until morning. |
| In transit | Moving through the network. Scans can be hours apart, and a parcel crossing depots overnight often shows nothing until it arrives. |
| Out for delivery | On the van today. |
| Delivery attempted | Nobody in, or a signature was needed and could not be taken. The carrier will leave a card and normally retry the next working day. |
| Awaiting booking | Pallet items only. The carrier will call or email to agree a slot before they set out. |
How long it should take
| Stage | Time |
|---|---|
| Ordered before 2:00 pm UK time on a working day | Ships the same day |
| Ordered after that, Sunday, or a UK bank holiday | Ships the next working day |
| Most UK addresses | 3–5 working days |
| Scottish Highlands, islands and Northern Ireland | 5–8 working days |
| Isle of Man and the Channel Islands | 5–8 working days |
| Large appliances on a booked pallet slot | Add 1–2 working days |
If nothing has moved
If tracking has not updated for five working days, email us the order number at support@Lunwick.shop. We open a claim with the carrier the same day — you do not need to chase them yourself, because the contract is ours, not yours.
If a parcel is confirmed lost you choose: a replacement on the next dispatch, or a full refund. We do not make you wait for the investigation to close before you decide.
Marked delivered, but it is not here
- Check any safe place, porch or bin store, and with neighbours — most carriers photograph where they left it, and the photo is on the tracking page.
- Give it until the end of the next working day. Parcels are occasionally scanned as delivered from the van before the drop.
- Still missing? Email us. We raise it with the carrier and, if it is not found, replace or refund it.
Changing the delivery address
Within 12 hours of ordering, email us and we can usually change it. After that the label is printed and the pallet slot is booked, so the carrier's own redirection service is faster — send us the tracking number and we will point you at the right link.