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Lost Items Policy
Lost Items Policy

Item is lost and hasn't arrived

Ryan avatar
Written by Ryan
Updated over a week ago

Although we do take the utmost care when shipping out orders sometimes these do get lost (through the courier's systems and untracked parcels) and In some cases these can be delivered incorrectly. If you haven’t received your order, then, depending on the couriers and if you are a UK customer, please get in touch with us and we will be able to advise you of the next steps.

In the case of Royal Mail, we have to wait up to 10 working days before any investigations are able to be conducted. If you let our support team know they will start a claim as soon as possible.

If your parcel is being delivered through DPD (Express Next Day/Weekend) you can contact us as soon as 1 day after the delivery is due to arrive with you. With DPD they have to investigate the driver and the depots to see what has happened to your order once it has arrived with them, this can take some time and the team will only be able to update you once they have an update regarding this. Once they confirm that this is lost, we will be able to submit a Claim.

For both couriers, we are unable to offer any Refunds/Replacements/Returns until the couriers have completed their investigations and subsequent claim, We do understand that this is not an ideal situation however during the time of the investigation, your parcel may be found and delivered correctly. Claims can take up to an average of 14 days to complete but are affected by the time of year as well as the complexity of the missing item

If you are an international customer and your order hasn't arrived with you within 10 days of being notified of shipping, please get in touch with our customer support team at [email protected] and they can provide you with an update as to where your parcel may be. Ensure that you have the contact details of your local customs office as your parcel may be sitting in customs waiting for you to act. Both DPD and Royal Mail should send you an Email or Text asking you to pay the customs fees. Unfortunately, we are unable to speed up any parcel in customs.

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