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Why is my Black Friday order taking longer than expected to arrive?

Due to the popularity of our Black Friday promotion, we're currently seeing a very high demand of orders to fulfil. This means it may take a few days longer for your order to be delivered. 

We’ll keep you updated by email/SMS as your order progresses. This also includes our delivery partners sending updates to you, so you know when to expect the delivery. 

Please note, we’re continuing to prioritise orders where customers have purchased a speedier delivery service but given the unprecedented volume of orders, these orders may also see delays during the fulfilment process.

Rest assured, we’re sure your order will be worth the wait and we thank you for your patience.

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We might take a day or two to answer your email.

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Can I use the Click & Reserve service for Black Friday deals?

Yes, you can. But please be aware that it’s taking us longer than usual to confirm if stock has been reserved for you due to the popularity of our Black Friday promotion online and in stores. 

In some cases, this confirmation may not arrive on the same day.

To avoid disappointment - 

  • We recommend you only use the Click & Reserve service if you don’t mind a wait during the Black Friday period – if you’re planning on visiting a store on the same day, it may just be better to arrive without a reservation, rather than expect a same-day Click & Reserve service.
  • If you’ve used the Click & Reserve service please don’t arrive at the store prior to receiving a reservation confirmation. Our store team will only be able to follow up on your request once it’s been confirmed in the system.
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Will you be getting more stock of items with a Black Friday deal?


All of our Black Friday items and offers can be found online and in store. Please be aware that stock is selling fast during this promotion period.

If you can’t find an item or bundle you’ve seen before – this probably means the item or offer has since sold out and been removed from sale.

Our Customer Service teams do not have information about future stock, or upcoming promotions so we will not be able to give stock advice on specific products.

To avoid disappointment we would recommend you check back online regularly and opt into our marketing messages to avoid missing out on our current offers and promotions.

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UK Delivery Options

Delivery Type

Delivery Time


Standard Delivery
2-4 Working Days*
£4.99 per order
Express Delivery - 48 Hours2 Working days*£7.99 per order
Next Day Delivery (incl. Saturday)Next Working Day (incl. Saturday) if ordered before 7pm*£9.99 per order

Next Day Delivery by DPD (Carbon Neutral)

Next Working Day if ordered before 7pm*£11.99 per order
Next Day Delivery Before 12pm by DPD (Carbon Neutral)

Next Working Day if ordered before 7pm*

£13.99 per order

Saturday Delivery by DPD (Carbon Neutral)

Saturday Delivery if ordered before 7pm Friday£11.99 per order
Specialist Delivery (Arrow XL)Orders dispatched within 5 working days; delivery within 14 days**£19.99 per Specialist item
Click & Collect1-2 working days*£4.99 per order (Pay online, delivered to store, plus receive a £5 voucher to spend in store when you collect)
Click & Collect Console Orders1-2 working days*£9.99 per order (Pay online, delivered to store, plus receive a £5 voucher to spend in store when you collect)
Click & Reserve2 hours for the reservation to be confirmed. 48 hours to collectFREE
(Order online, pick up and pay in store)

Small Print

  • Working Days are Monday to Friday. This excludes public holidays/bank holidays and weekends.

  • Order up to 7pm for next day delivery Sunday to Friday for standard stock lines.  

  • Standard orders placed after 7pm Friday to 7pm Sunday will be dispatched Sunday.    

  • Whilst we will do everything we can to meet the delivery times above, there may be factors outside of our control and we cannot guarantee delivery within this time frame    

  • Digital purchases are excluded from the total order value for tracked courier services.

*Remote Area Delivery Times

Deliveries including Pre-orders to non-mainland UK addresses and remote locations (such as the Scottish Isles, Isle of Man, Isle of Wight, Northern Ireland and the Scottish Highlands) may take longer to reach you.

**Orders for items which require Specialist Delivery will follow the below process:

  • Your order will be dispatched within 5 working days.
  • Arrow XL will contact you, using the details provided when you placed the order, to book a slot for the delivery of your item.
  • You will be advised 2 days ahead of your delivery date of the delivery time slot.
  • On the day of delivery, the crew will call you 30 mins ahead of their expected arrival.
  • Claims for damage in transit for Specialist Delivery items will need to be reported to Customer Service within 5 working days.
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My delivery is missing an item

If you have purchased more than one item in one order, these may be delivered separately.

If your order contained a download code, please check your email address - it should already be there!

Should you still require assistance, please contact our Customer Service team using the contact us button at the bottom of this article, our team will be happy to help find the rest of your order.

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Our Webchat is here to assist you.

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We might take a day or two to answer your email.

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My parcel shows as delivered, but I've not received it

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.

Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.

We would also ask that you check with your neighbours as the driver may have left the parcel with them.

If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you. 

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Our Webchat is here to assist you.

Start chat

We might take a day or two to answer your email.

Send email
Where is my order?

For most orders, you can track the status of each parcel when you check your order history online.

We will keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress.

Once your parcel is with the delivery partner, they will also keep you updated so you know when to expect it.

Delivery timescales will vary depending on what you've ordered and the delivery service you selected. If you're concerned your parcel is taking a while to progress further, we'd recommend you check your order details first as your order may still be within the expected delivery timescales. You can find the expected delivery date on your emails updating you about your order.

Still need to contact us

Our Webchat is here to assist you.

Start chat

We might take a day or two to answer your email.

Send email

Message us on Facebook. We will reply as soon as possible.

Click and Collect Information
How do I collect my Order from Store?

When your order Is ready to collect from store you will be notified to the email and/or phone number provided when placing the order. You will need to take a valid form of ID this needs to be

  • A Valid passport or driver’s license
  • A Utility Bill/ stated dated within the last 3 months with the Billing address from the order.

If someone is picking your order up on your behalf, they will need the named person on the orders ID and the above of their own along with the order confirmation email.


Please note if you do not have a form of valid ID from the list above you will be refused your order.
How long do I have to collect my order from store?
Your order will be held in store for 7 days from the day of the collection email and/or text being sent, after the 7th day this will be returned. To request a refund or replacement you will need to contact the Customer Service Department.
Click and Reserve
  • You will be sent a text and/or email when your Click and Reserve order is ready for collection
  • Please bring the order Reference number to your collection and a means of pay
  • It should be ready for collection within 2 hours however some stores can be delayed
Your reservation will be held for 48 hours
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