ArrowXL tracking status

ArrowXL “Problem locating item”: what it means

The short answer

Take action

ArrowXL says it cannot locate your item for delivery right now, so the delivery will not go ahead as planned. The shared message adds that ArrowXL will contact you in 3 days.

When to act: If you have heard nothing 3 days after the message, file a complaint and we send it to ArrowXL.

Also shown as: “There is a problem locating item for delivery” · “No need to get in touch, we will contact you in 3 days”

What to do now

Screenshot the message with its date, so you can count the 3 days.
Enter your reference and postcode on askAXL to see whether a new date appears.
Look out for a booking link by text and email.
Do not clear out your old item until a new date is confirmed.
Keep your order confirmation with the item details, for a replacement or refund.
Still not sorted? File your complaint here. We write it with you and send it to ArrowXL, so you do not have to chase it yourself.

Start my complaint

What does “Problem locating item” mean?

ArrowXL does not publish this message. It comes from one review, where a customer waiting for a sofa got a message saying there was a problem locating the item for delivery, no need to get in touch, and that ArrowXL would contact them in 3 days. Read plainly, the item could not be found for your delivery. Other reviews say they were told an item could not be located in the warehouse.

The message does not say the item is lost for good, and it does not say how long a search takes. ArrowXL publishes no limit. In one review a misplaced order did arrive in the end. Your retailer stays responsible until the item reaches you, so a replacement or refund would come from the retailer.

Why does ArrowXL show it?

The item was not where ArrowXL expected it to be at the warehouse
The item was not loaded for your delivery
Part of the order was not loaded

How long does it last?

The message promises word in 3 days. After that, expect a booking link for a new date, or word that the item cannot be found.

Other ArrowXL statuses

All ArrowXL statuses →

Who is responsible for a late or missing parcel from ArrowXL?

If you bought it from a retailer, the retailer is responsible until the item is in your hands. UK consumer law (Consumer Rights Act, section 29) keeps the goods at the retailer's risk until you, or someone you named to take them, have them, and section 28 says the retailer must deliver by the agreed date or, if none was agreed, without undue delay and within 30 days. ArrowXL itself says that changing the address or cancelling the order is a matter for the retailer.

You normally do not book ArrowXL yourself. It works for businesses, so your contract is with the retailer. The same goes when ArrowXL comes to collect an item you are returning, because the return is arranged through the retailer.

Questions about “Problem locating item”

What does problem locating item mean on ArrowXL?

ArrowXL does not define it. Read plainly, it could not find your item for that delivery. The one shared message we found says you will hear from it in 3 days.

How long does ArrowXL take to find an item?

ArrowXL publishes no limit. The shared message gives 3 days for its next word, so we use that as the point to complain.

Is my ArrowXL item lost?

Not necessarily. The message only says there is a problem locating it for delivery. Keep a screenshot and watch askAXL for a new date.

Who replaces my item if ArrowXL cannot find it?

Your retailer. Under the Consumer Rights Act the goods stay at the retailer's risk until they are in your hands, so a replacement or refund comes from the retailer, not from ArrowXL.

Based on

Trustpilot: askaxl.co.uk reviews, page 3 (shared message)
ArrowXL: Customer Help, FAQ
legislation.gov.uk: Consumer Rights Act, section 29
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)
legislation.gov.uk: Consumer Rights Act, section 28 (delivery of goods)
ArrowXL: Customer Help (address changes, cancelling, returns)
ArrowXL: About
ArrowXL: A new era for ArrowXL (acquired by the Jacky Perrenot Group, JP HOME)