Track Your Order

Where to find your tracking number, what the statuses actually mean, and what to do when nothing moves for a week.

Finding your tracking number

We email a tracking number when your parcel is handed to the carrier — usually 3–5 business days after you order, as set out in Shipping & Delivery. If you have an account, the number also appears on your order page. If you cannot find the email, check your spam folder, then email hello@festmood.com with your order number and we will send it again.

Tracking has not updated yet

A tracking number can sit inactive for several days after we send it. This is normal on international standard shipping: the number is created when the parcel is prepared, but the first scan often happens when it reaches an export facility. Nothing is wrong during this period.

What the statuses mean

  • Label created / awaiting item — we have prepared the parcel; it has not been scanned yet.
  • Accepted / in transit — the carrier has it. On international routes this status can repeat for days at a time.
  • Processed through facility — the parcel is moving between hubs, often between countries. Expect long gaps here.
  • Customs clearance — held for inspection. This is the single most common cause of a long silence, and it is outside our control.
  • Arrived at destination country — the parcel has cleared into your country and will transfer to your local postal service. Tracking often changes format here, and the original number may stop updating.
  • Out for delivery — arriving today.
  • Delivered — see below if you do not have it.

Nothing has moved for over a week

Wait until at least 30 business days have passed since dispatch before treating it as a problem. Before that point, the carrier will not open an investigation, and neither can we. If 30 business days have passed with no update, email hello@festmood.com with your order number and we will raise it with the carrier.

Tracking says delivered, but you do not have it

Before contacting us:

  • Check around your property, including behind plants, in the porch, and with neighbours.
  • Check with your building's mailroom, front desk or concierge.
  • Contact your local post office with the tracking number — the final leg is usually handled by them, not by us.
  • Wait 24 hours. Parcels scanned as delivered sometimes arrive the next day.

Once the carrier confirms delivery to the address on your order, responsibility passes to the recipient and we cannot refund or replace the parcel. If you have followed those steps and it is still missing, email us and we will help you file with the carrier.

Where is my order? (It has not shipped yet)

If fewer than 5 business days have passed since you ordered, your parcel is most likely still being packed — that is our normal processing window, and up to 7 business days in October–December. If it has been longer than that, email hello@festmood.com and we will look it up.

Still stuck?

Email hello@festmood.com with your order number and a screenshot of the tracking page. We reply within 24–48 hours.

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