In our experience it is very unusual for the item to go missing and so if your order is late, please don't worry as 99% of the orders sent do turn up. If a courier can confirm that a package/item has been lost, we will arrange to resend or refund your order. However, this may be subject to a courier parcel investigation to be completed. For more information, please see the table below for courier guidance we follow before an item is considered to be lost.
Lost Parcel Timescales
The table below shows courier time requirements before they will start an investigation as sometimes it can be normal for a parcel to just be held up due to network issues.
Shipping Service | Expected Delivery Date | Item Considered Lost | Service Updates |
Royal Mail 24 and 48
| 1-3 days after dispatch (excluding Sunday)
| 10 working days after expected delivery date
| |
Royal Mail (Special Delivery)
| Next day (excluding Sunday)
| 5 working days after expected delivery date
| |
Royal Mail (Airmail)
| 5-15 working days
| No compensation
| |
Royal Mail (Airmail Tracked)
| 5-7 working days
| 25 working days after expected delivery date
| |
DPD UK | Next working day (Monday-Friday) | if tracking has not updated for more than 48 hours | |
DPD/ International Express
| 2-5 days
| if tracking has not updated for more than 48 hours
| |
UPS UK | 1-2 working days (Monday-Friday) | if tracking has not updated for more than 48 hours | |
UPS International | 2-7 days | if tracking has not updated for more than 48 hours | |
Please note as per our terms and conditions we cannot he held responsible for any items that are delayed, or any consequences of these delayed items. Any delays in the postal system are out of our control. If an item does turn up late and is no longer needed, you can always return it back for a refund as per our returns policy.
How Long Will a Parcel Investigation Take?
Couriers do not offer any guarantees as to how long this will take, however below is our estimated timescales based on our experience with claims.
- Royal Mail UK deliveries - 3 working days
- Royal Mail International deliveries - 90 working days
- DPD - estimated 7 working days
- UPS - estimated 7 working days
Common Reasons for Delivery Delays
If your order is delayed, there are a few common reasons that could be causing the issue:
1. Confirm the Delivery Address
Please ensure that the delivery address entered at checkout is correct. You can verify this by:
- Checking the order confirmation email you received after placing your order.
- Logging into your account on our website and viewing your order details.
An incorrect delivery address can result in delays or failed deliveries, and the parcel may be returned to us or held by the courier while awaiting further instructions.
2. Check the Tracking Information
It may sound obvious, but it is helpful! Use the tracking number provided in your shipping confirmation email to monitor the status of your delivery:
- Check if a delivery attempt has been made. Sometimes, the parcel may be held at the courier’s local depot if the delivery was unsuccessful.
- If the parcel is being held, follow the courier's instructions to arrange a new delivery or provide any additional information they may require.
By checking these details, you can help ensure a smooth delivery and address any potential issues promptly.
3. Customs Clearance Delays for International Orders
For orders we send internally will be subject to customs clearance, and as such any delays caused here are no in control of the courier so if your parcel is stuck in customs our suggestion is to contact the courier to find out the cause of the delay. Often this could be due to a customs fee payment, or they may require some extra info from you to get the goods cleared through customs.
By staying in touch with the courier and responding to any requests promptly, you can help expedite the customs clearance process and reduce potential delays.
I Don't Want To Wait, What If The Order/Items Are Needed Urgently?
If you need the item urgently, and you do not want to wait for the item to be considered lost, or for an investigation to complete the best thing to do is to place a new order on our website (and select an alternative shipping method). Then if the original order does arrive you can return it back to us for a refund. Alternatively, if the original order is officially lost, then we can issue a refund at that point. The only time we will not issue a refund is if the order was not delivered due to incorrect address information provided.
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