Very very rarely, Royal Mail or our international carriers deliver a bit slower than the promised times above. In those cases, here’s what to do:
- Wait a couple of days – most parcels will turn up, even if it is a few days later than expected.
- Check your local post office / sorting office in case they couldn’t deliver (especially if you live in flats or have a non-standard address).
The most common cause of delayed or non-delivered items is incorrectly or incomplete addresses.
If you are in the UK then Royal Mail will hold your order at the local delivery office for three weeks before returning it to us. This means it can take over a month to arrive back to us from when we sent it.
If you are outside the UK then you may need to be a little more patient. We regularly have undelivered items returned here 2 or 3 months after being dispatched. However, we will aim to resolve the issue before then. The best thing you can do to prevent this happening is make sure your address is as full and complete as possible.
If you don’t have any luck with the above, then get in touch with us via the contact page, stating your order number and confirming your delivery address.
Please note Royal Mail only consider parcels to be lost after 15 working days from the due date (not the posting date), so we can’t act until then.
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