At Total Cards, we take great care when packaging your order to ensure it arrives quickly and in the best possible condition. However, sometimes external factors can affect this, such as damage in transit or the order being lost by the courier. Below, we explain the steps to take if you encounter these issues.
Damaged Items
If your order arrives damaged, please contact us immediately and provide as many photos as possible of both the damaged products and the external packaging. Once we receive these, we will contact the relevant courier to start the claims process. If the damage is cosmetic, we may need to wait for the claim to be resolved. However, if the damage is significant, we will arrange for the return of the items swiftly.
Depending on the service chosen for your order, claims can take anywhere from a few days to 30 working days. Rest assured, we haven't forgotten about your case; we need to wait for the claim decision before taking any further action. Once the claim is resolved, we will offer you a replacement or a refund.
Lost Orders
While we trust our couriers to handle your deliveries with care, sometimes things can go wrong, and your order may go missing. If you have not received your order within 10 working days (UK mainland) or 45 days (international) with Royal Mail, please contact us. We will follow up with Royal Mail to determine if your delivery is delayed or lost. If it is declared lost, we will open a claim with Royal Mail to resolve the issue. Once the claim is processed, we can offer you a replacement or a refund.
For orders shipped with DPD, you can contact us as soon as one day past your estimated delivery date. DPD usually handles claims more quickly, and we will promptly inform you of the resolution. Once we have a response, we will offer you a replacement or a refund.
Time Frames for Claims
We strive to process your claims as quickly as possible, but we are subject to the claims departments' workloads of our couriers. With Royal Mail, this can sometimes take up to 30 days due to their backlog. For DPD, it can take up to two weeks. We will always provide you with the best possible time frame once we have submitted the claim.
This also applies to investigations. Royal Mail often has a high volume of investigation requests due to lost or misdelivered packages. Rest assured, we will do everything we can to expedite investigations and claims. As soon as we have a response, we will contact you.
Please note that we cannot issue a replacement or refund until these claims or investigations are resolved, as stated in our Terms and Conditions, which you can find here: - Terms and Conditions