Ordered using Royal Mail and not yet received?
If you have ordered using Royal Mail Tracked Service 24 or 48, please note this is not a guaranteed service and only estimates provided by Royal Mail, therefore they do not class a parcel as lost for investigation until 10 days have lapsed.
We do however recommend you notifying us immediately of anything unusual with your delivery tracking such as showing as delivered but not located, not moved from depot etc. We do find 99% of the time there will be genuine reasons for this which may be taken in by a neighbour, family member, left in a safe place you requested etc. We would need to open an investigation.
We highly recommend if your order is for a gift, certain date, or you need guaranteed that you choose to pay for a guaranteed delivery option at checkout.
Royal Mail will not accept liability if they have delivered to an address left at checkout that is an incorrect address. Shipping addresses left at checkout are the responsibility of the buyer to double check before confirming to place the order and the transaction. We can only send to what is left on the order, therefore we would appreciate you check your order confirmation which was sent to you on email and confirm with us the shipping address left was correct, this will help us when opening an investigation with Royal Mail. We also advise checking both mobile & email address left on your order.
We appreciate that is is frustrating when a parcel your excited to receive is delayed or potentially missing, but rest assured if the investigation via Royal Mail proves to be an error their end they will compensate us and we can pass on to you the customer in terms of a duplicated order. All we ask is for a little patience; due to Royal Mail not agreeing to a parcel being 'lost' until a certain time period has passed. This allows them time to fulfil when networks are heavily trafficked such as BFCM and Christmas Peak times.
We do find in the past with lost parcels that 99% of the time they end up turning up with a genuine reason such as a family member took it in and failed to make the recipient aware, left with a neighbour, left in a safe place, redelivered again by your courier and many more scenarios. If it is clearly an error via Royal Mail we will always make sure our customer is compensated even if it is at the expense of ourselves, we just ask for some time to allow an investigation with your local depot and postman to happen.
Once you notify us of an issue with your parcel our team will speak to Royal Mail Business Department to open a query on your parcel with a reference number included. We will then allow Royal Mail to go back to your local depot to ask staff and pinpoint an answer or resolution. We however ask kindly that you check you are happy with the address you left on your shipping confirmation and confirm that address on email to us when notifying us of a parcel query.