Check your spam and promotions folders first, searching for Koprez or ClickCraft. That finds it most of the time.

Still nothing? Email support@clickcraftventures.net with the subject TRACKING #1234 and we'll resend it within one business day.

Two likely reasons:

• Too new — the carrier hasn't registered the first scan yet. Try again in a few hours
• A typo — paste it rather than typing. Watch for 0 versus O and 1 versus I

If it still fails 48 hours after your dispatch email, email us with the number and we'll check from our side.

Long gaps are normal in transit, particularly while a parcel waits in a customs queue. Up to 7 days without an update is common on international orders and almost never means the parcel is lost.

If nothing has changed for 10 business days, email us. We'll open a carrier investigation, which takes up to 10 further business days. If the parcel is confirmed lost we replace or refund — your choice.

Before emailing, check these — they account for most of it:

• Porch, side gate, letterbox, bin store or behind a planter
• With a neighbour, a concierge or a building office
• A card left for a local depot or parcel locker

Then contact us within 7 days. We'll request the carrier's proof of delivery and GPS data and help you pursue it.

Your first exchange is free, and you don't need to send the first one back.

• Measure your ankle circumference just above the bone
• Email SIZE #1234 with that measurement and a photo of the fit
• We ship the right size free, usually within one business day

Not sure what to order? The size guide walks through it.

Photograph the packaging and the brace within 48 hours and email support@clickcraftventures.net with the subject DAMAGED #1234.

We replace at no cost to you. Don't throw the packaging away until we've confirmed — the carrier may need to see it.

Multi-packs normally ship as one parcel. Larger orders can split, and then each parcel gets its own number and its own dispatch email. Track them one at a time here.

If one arrives and another is more than a week behind, email us with your order number.

Parcels shipped outside the EU can attract import duty, VAT or a handling fee set by your own country. Where these apply they're payable to your customs authority or carrier, not to us, and we can't refund them.

We can't mark a parcel as a gift or understate its value — that's customs fraud. Note that an order abandoned at customs is not refundable, so please clear it if a notice arrives.

Only before dispatch, and we usually dispatch within 24 hours. Email us straight away with ADDRESS #1234 in the subject and we'll try.

Once a label is printed the address is fixed and the carrier can't redirect it. A parcel returned for a bad address is handled under our Refund Policy.

Two minutes now saves a frustrating first wear:

• Slide it on with both straps loose and seat your heel before tightening anything
• Lower strap first, across the arch, then the upper strap around the ankle
• Snug, not tight — you should be able to slide a finger under each strap
• Start with a few hours a day and build up