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.

📦UPS Services📦

After 1 working day please contact UPS directly if they have not already updated the tracking to show the delay. If UPS advises the parcel is lost or asks you to get in touch with the retailer, please contact us and provide us with your order number, any tracking information you have, and any information UPS provided you with regarding the missing parcel.

UPS typically will ask us or you to open a case in the event of a missing or late delivery, which can run for a maximum of 10 working days in the direst situations. Most cases are resolved within 5 working days, however, additional time may be required in some circumstances. During the investigation, we will update you to provide any information UPS hands us regarding the whereabouts of your order, and once concluded, we will provide the result of the case and the resolution.


Please note that we are unable to refund or re-send orders before a case has been opened and closed.