Occasionally, there are rare circumstances where parcels do not arrive in the agreed timescale or are lost completely. When this happens, don't panic; we will locate your missing parcel, or process a replacement or a refund for you.
If your parcel hasn't arrived within the agreed timescale, give us a call. We will investigate with the postal service responsible and, if we are unable to locate the original parcel, we will process a replacement or a refund for you.
There is a standard amount of time that must pass before the postal services will confirm a parcel as lost. For your information, the time frames are:
- 10 working days for Royal Mail post.
- 10 working days for DHL Express post.
- 21 working days for DHL Global Mail post.
- 2 working days for eCourier post.
If the tracking information for your parcel says DELIVERED, then we recommend you check with your neighbours or any friends or relatives who could have accepted the parcel on your behalf. We also recommend you check your property, as the parcel might have been hidden away in a safe place.
If, after the above, you still don't have your parcel, please get in touch with us at your earliest convenience. Together, we will locate the original parcel, or arrange for a replacement or a refund to be processed.