In the unlikely event that a parcel does not arrive with your customer, we advise the following:
For Royal Mail services your customer should wait up to 7 business days before contacting them to check the whereabouts of their package. If Royal Mail confirms that the item is declared lost, you can then contact us and we will start a claim. We will replace any items that are confirmed as lost.
For fully tracked services we will require a confirmation from the courier that the item is lost before we can offer a replacement.
We will not replace items until 10 business days* have passed (UK) or 30 days* (International).
*This may be extended during a period of Royal Mail strikes.
Replacement items that you request without the service provider confirming as lost will be charged.
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