If your order hasn't arrived as expected, we appreciate how disappointing this can be. That's why we are always on hand to help and you can message us at email@example.com to resolve. Please read this guide before getting in touch:
Confirm that you entered the correct delivery address
If you have entered an incorrect delivery address when checking out, this means the parcel will be delivered elsewhere or become lost entirely. It is worth double checking your order confirmation. If this is the case unfortunately we cannot issue a refund due to this being a customer input error.
My tracking is 'stuck' or hasn't been updated
We are able to request updates from couriers and help with missing parcels, please get in touch with us as soon as you realise there is an issue and we will liaise with the courier to solve your issues as quickly as possible. Please note; during busy periods there may be a slight delay in deliveries, tracking may appear 'stuck' and also response times from couriers will be much longer, this unfortunately sometimes cannot be avoided. We will always be as transparent about these issues as we possibly can, to avoid disappointment.
My international order is stuck in a process centre
International deliveries can sometimes be held up at customs; this is unavoidable and will show on your tracking as a 'Gateway process centre' unfortunately due to its Home Office status, we cannot control, rush or prevent an item from being held there. If you find your package stuck here for more than 10 days then it is time to get in touch with us.
My tracking says my order was delivered, but I can't find it?
Please get in touch with us as soon as possible if your order states delivered and you are unable to find it. We can liase with the carrier and locate your parcel for you. If a parcel has been left in a safe place stipulated by the customer, we are unable to take responsibility for it. If your parcel was left unsafe by the courier without your permission, then we are able to open a claim with the courier on your behalf. Company policy is to replace parcels that have gone missing due to being left unsafe, and refunds are not offered in this scenario.
My order has been lost by the courier company
If the courier has lost your package, we will look to provide a credit note or a replacement as soon as possible. Once they declare your parcel as lost we will action this for you automatically, and then take it up with the couriers ourselves afterwards. Unfortunately we cannot replace or refund a package that is still in transit and, even if we believe the package to be lost, it is considered 'in transit' until the courier confirms that this is not the case.