Please Note:

 

❗

In the case of a late delivery, please be aware that the only guaranteed delivery service we offer as standard is Royal Mail’s Special Delivery. This service is guaranteed for next-day delivery and if that requirement is not met you are likely eligible for a refund of your delivery costs. As all other services are not guaranteed, we cannot provide compensation for delivery delays unless exceptional circumstances occur.

In the case of a lost delivery, we will be able to either refund or resend your order at your request, as long as the parcel is considered lost by the courier. If you believe your parcel to be lost, please follow the instructions relevant to your service below.

📦RM48 / RM24📦

Please note the following information is not for royal mail special delivery service.


Royal Mail asks that we wait 10 working days after the expected delivery date before contacting them to declare a parcel lost. As such, we have to ask customers using this service to wait up to 10 working days after the original ETA before a delivery is considered lost. Most of the time, late orders will arrive during this period. If your order does not arrive in this period, please contact us and provide your order number and (if applicable) any tracking info, so that we can resolve the issue for you. Please do not use this service for urgent/mission-critical deliveries. The only guaranteed delivery service is Royal Mail Special Delivery. Unfortunately, late deliveries with these methods do not qualify for any reimbursement.

🛫Airmail🛫

Due to the nature of international shipments and customs hold-ups, Royal Mail asks that we wait 25 working days after the expected delivery date before contacting them to declare a parcel lost. This means you need to wait around 4-5 weeks after we send your order before contacting us. Most of the time, late orders will arrive during this period.
If your order does not arrive after 4-5 weeks, please contact us and provide your order number and (if applicable) any tracking info, such as a tracking number. Please do not use this service if you need your order urgently.

✨Royal Mail Special Delivery✨

Royal Mail Special Delivery is the only shipping service that guarantees the delivery estimate (Next day to the UK mainland). This means that if your shipment is late, we will be able to issue a refund for the shipping fee no questions asked.**
If your delivery is late, you should contact us to request that we refund your shipping fee, and we will reach out to Royal Mail immediately to see if we can open a case to locate your parcel if there are fears of it being lost. We may need to wait for a certain period before we can open this case, but we will let you know as soon as we do in these circumstances.
Late Special Deliveries are incredibly rare, it is the highest success rate delivery service we offer under normal circumstances.

** The exceptions to guaranteed refunds for late Special Deliveries are;
– The order was placed whilst we had an active warning on the store regarding known delays to Special Delivery or other Royal Mail services.
– The delay was caused by an error on the customer’s part, for example, providing an incorrect shipping address or placing the order after the 3 PM cut-off time.
In the above situations, we will be unable to issue any shipping refund.