Rest assured, once all our orders sent we retain 'evidence of posting' whether your order is being sent by Royal Mail or by courier (for special items, bulk and wholesale orders).
Most orders are protected under
- Royal Mail’s Retail Compensation Policy for Loss
- Royal Mail's retail compensation policy for delay
- and, Royal Mail's retail compensation policy for damage and part loss
If your order does not arrive to you, or gets lost in transit, we can certainly
- resend/replace the item(s) to you,
- issue a partial or full refund for your purchase(s),
- or issue you store credit.
If an item has been lost in its entirety by Royal Mail, we will take action after the timescales set out below.
Compensation for loss will not be considered for an item that Royal Mail has not delivered or attempted to deliver until after
- 10 working days (for items other than Royal Mail Special Delivery Guaranteed by 1pm®) or
- 5 working days (for Royal Mail Special Delivery Guaranteed by 1pm®)
- have elapsed from the due date of delivery, unless there is evidence to the contrary to demonstrate that the item has not been lost.
Where an item is safely delivered after the 10 working days or 5 working days (in the case of Royal Mail Special Delivery Guaranteed®) you will be entitled to claim compensation for delay, but not for loss.
If an item has been delayed the customer may be entitled to claim compensation.
If an item has been damaged or part loss has occurred and the item has also been delayed, please get in touch and we will seek to rectify this as soon as possible.
