While we always do our best to take the utmost care when packaging your order so that it arrives with you quickly and in the best possible condition there are sometimes outside factors that can affect this whether that is that your order has been damaged in Transit due to lack of care from the courier or that it has been lost in their system. We will explain below the process to take if this is the case for you.
Damaged Items
If an order arrives with you and any or all of the products inside please get in touch with us straight away and take as many pictures of the damage to the internal products, the external packaging and the invoice that was in the box when it arrived with you. Once we have these we will get in touch with the relevant courier and get the claim started. We will also send you a Tracked Returns Label to have your damaged product/s returned to us as we cannot issue any replacements or refunds until we have your damaged order back with us.
Depending on the service that was chosen for your order claims can take anywhere from a few days to 30 working days. Please rest assured that we haven't forgotten about your case and that we need to wait for the decision to return to us before we can action anything. Once the claim has come back to us we will offer you a replacement or refund
Lost Orders
While we trust our courier services to handle your deliveries with the utmost care and respect 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 get in touch with us and we will chase them up to find out if your delivery is held in a backlog or if it has been declared lost. If it is the latter we will open a claim with Royal Mail to get this issue resolved. Once the claim returns we can issue a replacement or refund depending on your choice
If your delivery service is a DPD service you can reach out to us as soon as 1 day passed your estimated delivery date. DPD are normally a lot quicker to handle claims and will usually return to us quite quickly with a resolution. Again once this resolution reaches us we will offer you a replacement or a refund for your order and the choice is yours.
Time Frames for Claims
We will always do our best to process your claims as quickly as possible however we are restricted by how busy the claims departments of our couriers can be. With Royal Mail this can sometimes be 30 days due to the massive backlog they are constantly working through and with DPD it can be up to 2 weeks. We will always do our best to give you the best idea in terms of time frames once we have submitted the claim
This is also the case for investigations. Often there are huge amounts of investigation requests with Royal Mail due to packages going missing or being delivered to the incorrect place but rest assured we will always do everything we can to progress investigations and claims as quickly as we possibly can and the moment we have a response we will be in touch.
Please be advised that we are unable to issue a replacement or refund until these claims/ investigations have come back to us and this is stated in our Terms and Conditions which you can find here - https://www.totalcards.net/terms-and-conditions.