Order not received

Once we’ve handed an order over to one of our delivery partners, please note that any delays in the delivery network are beyond our control. We take no responsibility for delays within the delivery network. A sufficient amount of time must be given for your order to arrive before we and/or our chosen delivery partners are able to investigate.

Haven’t Received Your Order?

Firstly – please check which shipping service your order was sent via. If you cannot remember which service you selected, you can find which shipping service you selected by checking your order confirmation email, or your despatch confirmation email.

Secondly – Please read our full Shipping Policy because this not only advises of our available shipping options, but it also provides realistic expectations on delivery times. We also add updates to that page in the event of known service delays, public holidays, or disruption due to busy sales periods.

Thirdly – Check your order confirmation email to make sure that you provided your full & correct address.
We can only ship orders to the address provided. The Shipping address that you enter during Checkout is printed to the shipping label exactly as it is provided by you.

If you still need to report a lost/missing parcel to us you can drop us an email to let us know – however before doing so please make sure you have checked our Shipping Policy for any updates that may have been posted.

Damaged Parcel?

In the unlikely event that your parcel arrives damaged – we will of course issue a pre-paid shipping label for you to return the goods to us, and also offer you a full refund or replacement.

Any damages must be reported to us within 48hrs of delivery. Any damaged products must be returned to us before a replacement or refund can be issued.

Do not discard of any items or packaging unless we authorise you to do so. Failure to follow this guidance may lead to a refund, replacement, or refund being refused.

All returns are subject to our Returns Policy.

Lost or Missing Parcel?

If the specified delivery time has passed and you have not received your order, please let us know so that we can try to locate your parcel and failing that, a replacement or full refund will be offered*.

*Please note that this is subject to checks being carried out first. Eg. Checking Tracking information and/or requesting further information from our carriers if no tracking information is publicly-available, as well as things like checking the address you provided us with was full & correct.

Usually if a parcel does go missing there’s a simple reason for it; such as an incomplete address. In this case, please see here: Undeliverable Parcel Returns

Tracking Says Delivered, But Not Received?

All parcels with a higher value are shipped via a Fully-Tracked service, and a tracking number will be sent to you via email on the day of despatch. By following the Tracking link in your email (also sent as a txt message, if you provide a mobile number during Checkout) you can:

• See the estimated day & time of your delivery
• Re-schedule your delivery to a different day if you are not going to be home or
• Specify a designated Safe-Place or
• Re-direct your delivery to another address (service & location dependent), neighbour, or to a local Post Office ready for you to collect on a convenient day & time.

It remains your responsibility to monitor your Tracking information and if required, re-arrange or re-direct your parcel if you are not going to be home.

If nobody is home to accept your delivery, our carrier is authorised to do any of the following:

• Post through your letterbox if possible
• Leave with a Neighbour
• Leave in a Safe-Place*

*Some parcels such as ‘Guaranteed Next Day’ or ‘Signed For’ are not permitted to be left unless someone is there to receive the parcel and in this case:

• Our carrier will attempt to deliver your parcel to a Neighbour and will log their delivery address and update the Tracking information accordingly. If no Neighbour is available to take delivery of your parcel…
• The parcel will be returned to your local sorting office and a ‘we have something for you’ card will be left.

If our carrier deems a Safe-Place to be sufficiently-safe to leave a parcel, then this is deemed a Safe Place by us. Their decision is final.
Delivery co-ordinates are logged at the time of delivery and a photo will also be taken of where the parcel has been left. Usually you will be able to see these details by visiting your Tracking link.

Should we receive a report claiming that a parcel has not been delivered despite Tracking information stating otherwise, a full investigation will be launched both internally and by our Carrier.

A decision will be reached within 28 working days, based on findings from both our own internal investigation and that of our carriers. Our decision on such cases are final.

Anyone found to be attempting abuse of ‘item not received’ policies by means of fraud, deception or any other means will be reported to the relevant authorities without hesitation.

We do not take responsibility for packages stolen from your property after a delivery has taken place. This is a criminal matter and must be reported to the Police.