What to do if a parcel has not been delivered

Occasionally parcels do not get delivered. In the event that this happens to you please use the following procedure to locate the parcel or in the event it should be neccesary have it reissued by us.

1. Check the status

First check the status of the order to see if has actually been despactched or if there is a problem processing the order. Click here to check the status. You will need the original order reference number. If the order has been despatched then proceed to step 2.

2. Check the tracking reference

If the parcel was sent using a tracked and signed for service via Royal Mail, Interlink Express or Parcelforce then please check the status of the parcel with the carrier. You can contact them if need be to arrange delivery or collection. To get the tracking ref of your parcel please Please click here. You will need your original order reference number. For Royal Mail parcels you should contact your local Post Office collection point with ID proof of address to check if the parcel is there (this will locate a high proportion of royal mail shipped parcels).

3. Untracked parcels

If the parcel was not sent via a tracked service it will have been sent by Royal Mail packet delivery services which are usually delivered in 1-3 working days. If delivery was attempted but nobody home to accept the parcel then usually a card is left and the parcel is returned to the local Post Office collection point. If that is the case please follow the instructions on the card. It is unfortunately very common for this to happen without a card being left so you (or your customer) should now enquire about any parcels for your address at the local Post Office collection point, take some ID with proof of address. Parcels can often be left with neighbours or in what the postman assumes is a safe location you should also check for this or get your customer to do so.

4. Still not located the parcel

In the event that despite following the above instructions you have been unsuccessful in locating the missing parcel you will need to ask us to reship and claim against the royal mail or parcelforce for the lost parcel. Before doing so you must get the customer to confirm the full shipping address and check that it is correct against the shipping address which you supplied us originally. You can check the supplied address by clicking here. You will need the original order reference number. If the actual address does not match the supplied address we cannot accept liability for the lost parcel and will neither compensate nor reship. If the address is correct then please proceed to the next step.

5. Request re-issue of order

You can request a parcel to be re-issued if 7 days have passed since we shipped the item to the UK or 10 days for Europe and the US or 21 days for the rest of world. To request a reissue you must download the Reissue Order form. This is in adobe acrobat format which if you cannot open the file you can download a free reader from Adobe. Print the form, complete the details, sign and send it to the address on the form. We require this signed form to be able to make a claim from the carrier. Once we receive the form and accept liability for the lost goods we will reship within 48 working hours.