My order is late or lost

What if my item hasn't arrived when I expected it to? Please see below answers by shipping methods. Please check the order despatch confirmation email to see the shipping method we used to send off your order.

1. For posts sent by UK Royal Mail 1st class or 1st class recorded signed for

The Royal Mail states that 90% of their First Class mail arrives the next day, but if yours doesn't arrive after 3 working days. They have the following advice:

Is it less than 3 working days since your mail should have arrived?
It is very common that the postman has tried to deliver but took it back if un-delivered. The postman left a card (or claimed left a card) but the customer could not find it, and it ends up the parcel being return.We strong recommend you to do following regardless you have notice card from RoyalMail or not.

(1) Ask your area postman to see if he/she has ever tried to deliver and kept the parcel in the delivery office.

(2) Or go to your local Royal Mail delivery sorting office (no post office) to check if they keep the parcel.

Is it 4 to 10 working days since your mail should have been delivered?
If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 15 working days past since you item was posted to you?
The Royal Mail will now class your item as lost and we will either send you a replacement or give you a refund. Please send us an email, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and you will be required to sign a Declaration of Loss in order for claims to be processed and a refund made. A claim for loss can only be made if you have given us your correct delivery address. We cannot refund or replace items that the Royal Mail has lost until 15 working days have passed. To determine if it has been passed 15 working days or no, please refer to Royal Mail website.

NOTE: Please make sure that your address details are entered correctly and accurately. We cannot be responsible for delivery problems caused by inadequate address details.

2. For posts sent by UK Royal Mail Tracked.
Deliveries should arrive within 2-3 working days after posting. If it doesn't arrive after 3 working days. Please track it on the Royal Mail website. You will find the tracking number and website address in our "despatched email" which we sent to you after dispatch.
3. For posts sent by UK Special Delivery.
It should arrive by 1 pm on the next working day after posting Monday to Friday.
If it does not, please track it on the Royal Mail website. You will find the tracking number and website address in our "despatched email" which we sent to you after dispatch.
4. For posts sent by UK Parcel Force/other couriers.
It should arrive by 24 or 48 hours on a working day after posting depending on the delivery service you choose, Monday to Friday.  If it does not, please track it at Courier's website. You will find the tracking number and website address in our "despatched email" which we sent to you after dispatch.
5.  For posts sent abroad (RoyalMail AirMail, AirMail International Signed & AirSure):
The Royal Mail aims to deliver it in 3 working days in Europe and 5 working days in rest of world after posting. If you still have not received it after expecting days, please email us.

Please note: "When you send a post to another country, it is handled by more than one postal service. Unfortunately, that means delivery problems are more likely.

When items are sent abroad, the actual delivery of your items will be the responsibility of the postal service in the country the items are going to. You can check international mail delivery times table online to get an idea of the estimated delivery times for international mail.

International mail may also be delayed by customs; it’s important to make sure you’ve completed the necessary customs documents before sending mail abroad.

How soon after posting should I consider International items to be lost?
Please wait 25 days before submitting a claim for the loss of an international item. This is to allow time for an item to be delivered overseas - it may have been held at a local delivery office in the destination country and be waiting for collection or redelivery if no one was at home to accept the item when delivery was initially attempted. Or the item may not have been delivered for some reason in which case it will be returned to the sender in the UK. Royal Mail does however require you to submit your claim form within 6 months from the date the item was posted.