What if an order is lost in the mail?
For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We’ll be happy to send a replacement order.
Lost order claims can only be made 10 working days after the estimated delivery date. This is in-sync with couriers own lost shipment claim policies.
For non-tracked 1st Class Royal Mail shipments we are unable to process any lost in post claims until 15 working days after the estimated delivery date due to the low-priority of letters.
Please note that we will place a reorder on your behalf unless you specifically mention that you prefer to receive a refund.
Criteria for a replacement order
If you believe your customer’s order is lost and it meets the following criteria, get in touch and we’ll be happy to send a replacement order:
Address Confirmation: You have confirmed with your customer that the address provided is correct and complete.
Postal Check: Your customer has contacted their local post office or the shipping carrier to locate the order.
Tracking Status: The order is not marked as delivered by the shipping carrier.
Timeframe: It has been several working days since the Estimated Delivery Date has passed.
Carrier Updates: There were no recent updates made by the shipping carrier in the tracking link.
For the order to be considered lost, we might first need to confirm this with the shipping provider.
Non-Tracked Shipping
If you have selected a non-tracked shipping option and the carrier is unable to confirm delivery or the location of the parcel, we will not be able to provide a free replacement or a refund. To ensure the security of your orders and provide peace of mind for your customers, tracked shipping options are strongly recommended.
The order is marked as “Delivered” but my customer hasn’t received it
The most likely situation here is that the package has been delivered at the door, or received by someone else at the address. After this, we recommend that you request the recipient to check further for any delivery notes or more information from the shipping provider.
As it is not possible to verify whether the recipient has not actually received their order, we will not be able to provide a refund or a free replacement order if the tracking link indicates that the shipment was delivered. You can, of course, place a (paid) reorder on behalf of your customer if you would like to send a replacement.