| | If your Royal Mail order has not arrived
From time to time, orders sent by Royal Mail can get lost or delayed in the post. If you have been notified by us of despatch, but you are still waiting longer than one week, then it's worth checking the following:
- If you have missed a delivery, the postman will usually leave a "while you were out" card, with instructions for how to claim your parcel. The card is usually red in colour, and postcard-sized.
- In most cases of missed deliveries, the parcel will usually be left at the local Royal Mail Delivery Office. Please note that the Delivery Office is different from the Post Office (the delivery office is often referred to as the sorting office). If you visit the delivery office with the "while you were out" card, then they will be able to give the parcel to you. Please take along proof of ID.
- In some cases, the postman will leave the parcel with neighbours - it's worth checking with your neighbours either side to see if this is the case.
- If you filled in the "special postal instructions" during checkout, it's worth checking to see whether the postman has followed these instructions - for example, if you have specified that the postman should leave the parcel in the porch or a secure location.
- In some cases, the postman does not leave a "while you were out" card, or the card gets lost somehow, or the parcel does not get picked up at all. In most of these cases, the parcel is at the local delivery office, waiting to be picked up. Even if the postman did not leave a card, it's worth visiting your local delivery office, with proof of ID, to see if they have your parcel there.
At peak times such as Christmas, or during periods of severe weather, postal services can be disrupted. In particular, it's worth noting that second-class mail will be more severely delayed than first-class mail.
We do offer a trackable courier service, which is available as an option on the basket. This gives a more reliable delivery schedule, and is a fully trackable service. For further details, please see our Delivery Options Page.
Please be reassured that, whatever happens, we never leave a customer out of pocket. If your parcel is missing for an extended period of time, then we will be happy to make good the situation, at no cost to you. If we need to re-send a package, you will usually be required to fill out a Royal Mail Claim form so that we can make a claim for the loss.
We do apologise for the inconvenience that lost or delayed parcels can cause. Do please follow the checklist above and do remember, whatever happens you will not be left out of pocket. |
