My item is missing in the post/hasn't arrived yetUpdated 2 years ago

It is unusual for items to go missing in the postal system - all our items have delivery confirmation.

We would initially ask you to leave the 5 working days after your dispatch confirmation email. Chasing it up before this time does not make the process any quicker (as much as we'd like it to!!)

You are advised to check the progress using the tracking number provided on the dispatch email at https://www.royalmail.com/track-your-item#/ to see if the item has been returned to your local depot.

If your item has still not arrived outside the 5 working day period after dispatch confirmation please contact our team at [email protected]

Lost items

We may ask you, in line with Royal Mail's standard business terms, to wait 14 working days before an item is classed as missing. This is to allow time for it to be relocated (for example if it's accidentally somewhere in the system it shouldn't be).

We will then ask for your written permission to claim a missing parcel against your address, as Royal Mail will complete a missing parcel analysis against your address.

At this point we can replace or refund the order. We will of course ensure you are never out of pocket!