Below you find common questions and answers relating to queries regarding orders that have not been delivered when anticipated. Royal Mail advise allowing up to 7 working days (Mon-Fri) for parcels to arrive when using Tracked 48hr Services and up to 5 working days for Tracked 24hr Services.
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If you have an issue or question that requires immediate assistance, you can click the button below to send a message to our customer services team.
We aim to reply within 24 business hours. Our customer services team are available Monday - Friday 9am - 5pm GMT
Parcel Hasn't Arrived
If you ordered on a weekend or after 2pm it is likely we have not yet dispatched your item. Items are collected by Royal Mail Monday - Friday at 2pm.
We utilise Royal Mail Tracked 48hr and Tracked 24hr services for our deliveries. However despite the naming of these services Royal Mail do not guarantee deliveries within this time frame. Royal Mail will allow us to raise a case with them only after 7 working days have passed. If your item has still not arrived after 7 working days or appears stuck in the Royal Mail system we would advise getting in touch using our missing order form which you can find by clicking the "Get in Touch" button below.
If it has been 7 working days since your order was due to arrive then we can log a call with Royal Mail to understand the location of your parcel and help with your query. Please use the "Get in Touch" button below and we will resolve your issue.
Royal Mail occasionally leave parcels in a "Safe Location" or take parcel back to the local delivery office for collection. We would recommend speaking with your local delivery office to understand if a member of their team has left the parcel in a safe place or taken it back to the depot.
If your parcel is being returned to us this is usually due to an incorrect address or your order being damaged during transit. To understand more about your parcel's location and why it may be being returned to us, use the "Get in Touch" button below and a member of the team will be able to help.
Whilst Royal Mail use names for their services such as Tracked 48 and Tracked 24 they do not guarantee these time frames in their service level agreements. Royal Mail advise customers to allow up to 7 working days for Tracked 48 parcels and up to 5 working days for Tracked 24 parcels. Once this time frame has passed we can raise a case with Royal Mail to locate your parcel and proceed with our next steps. We recommend checking the Royal Mail website for any delays in your area as Royal Mail do sometimes suffer delays in local depots and depots our parcels travel through. If you believe this time frame has passed please get in touch with us.