My Order is Late, Can I Get a Shipping Refund?

My Order is Late, Can I Get a Shipping Refund?

Shipping Refunds for Late Delivery

We are only able to refund shipping costs if you have selected a guaranteed shipping method during checkout in accordance with the shipping terms of the selected courier.  This means that if the delivery company deems the delay to be caused by factors outside their control (such as adverse weather), then we will not be able to refund your shipping costs.

If the shipping method you selected is not classed as a "guaranteed" delivery service, we are not able refund any shipping costs you have paid.  If the cause of the delay is due to our own fault, such as not dispatching your order in time (excluding backorders - see What Does Backorder Mean?) we will assess this and issue postage refunds on a case-by-case basis.

At the time of this article being published the only guaranteed delivery service we offer is Royal Mail special delivery.  For an accurate list of our guaranteed delivery methods please see our shipping information page.

Late Delivery Refund Compensation Requirements

You will be elidable to receive compensation in the form of a shipping refund if your order meets the following conditions.
  1. You select a delivery option for which we list as a guaranteed delivery method.
  2. Your order is placed before the order cutoff time listed on our website.  Please note that during UK national holidays and weekends we do not ship orders.
  3. Order delivery address is within UK Mainland (We cannot guarantee next day delivery to the Scottish Highlands, Channel Islands, and Northern Ireland)
  4. Your selected payment method was successfully charged when the order was placed.
  5. No changes are made to your order delivery address, contents, payment method, or shipping service once the order is placed.
  6. The guaranteed delivery window was missed due to unforeseen circumstance outside of our control, such as a strike, natural disaster, or severe weather conditions.
  7. No delivery attempt was made within the delivery window.

What Is the Best Postage Method to Use If I Have an Urgent Order?

For UK orders we recommend that you select Royal Mail Special Delivery as this is guaranteed to arrive next working day (Mon-Saturday) assuming this has been dispatched according to our order cutoff time.

My Order Is Late, Is It Lost?

In our experience it is very unusual for the item to actually go missing and so if your order is late, please don't worry as 99% of the orders sent do turn up eventually.  If a courier can confirm that a package 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 - 

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