If your order has been signed for but you have not received it, please check with your neighbours who may have taken receipt of the parcel on your behalf. You can check the signature on the Royal Mail website.
If you are still unable to locate the parcel, then please let us know immediately so we can make a compliant to Royal Mail. The time taken for to resolve a complaint with Royal Mail can vary depending on the actions required.
In the first instance, Royal Mail will make an enquiry with the Delivery Officer, which in most cases are concluded within 48 hours.
If the enquiry cannot be resolved within 48 hours, we will need to submit a claim form to Royal Mail. This is more common in instances where receipt is denied (i.e. there is a signature for the parcel, but you do not recognise this). In this case, Royal Mail will undertake a mail fraud investigation and you may be contacted by the Police. Please more that claims can take up to 30 days to be resolved.
Once the claim has been resolved, we can then re-issue your order or cancel your order and refund any monies paid depending on your preferences.
We will of course do our best to resolve any delivery issues as quickly as possible, but we are restricted by the above procedures and policies.