Delivery is usually within 2 to 5 days of your order being placed and is sent via Royal Mail. During busy periods, please allow extra time. We will aim to contact you by email if there are any delays.
‍
Once dispatched, delivery is the responsibility of Royal Mail. Our policy follows their official claims process:
‍

DELIVERY TIMEFRAMES
‍
Royal Mail does not consider an item lost until 10 working days have passed from the expected UK delivery date. Refunds or replacements cannot be issued until this period has passed.
‍

REPORTING A MISSING PARCEL
‍
Missing parcels must be reported within 30 calendar days of the expected UK delivery date. Reports made after this period cannot be investigated or reimbursed. Before contacting us, please check with neighbours, safe places, and your local Delivery Office.
‍

CUSTOMER RESPONSE TIME
‍
Once we begin a lost parcel claim, you must respond to our request for information, such as delivery checks, address confirmation, or a loss declaration form, within 7 calendar days. If no response is received, the claim will be closed with no refund or replacement.
‍

REFUNDS AND REPLACEMENTS
‍
If Royal Mail confirms the parcel is lost, we will either resend your
order, subject to stock availability, or issue a refund to your
original payment method.
‍

EXCEPTIONS
‍
We cannot accept responsibility for parcels where an incorrect or incomplete address was entered at checkout. If tracking confirms your parcel was delivered, a police report will be required before we can open an investigation with Royal Mail.
‍
For more details, please contact us at: