Please get in touch via email (sales@hurleys.co.uk) with your order number and details so we can investigate this for you.
If your parcel was sent via Royal Mail, we are unable to put a non-delivery claim in until 7 days after the tracking page shows delivered. In the meantime, we would advise checking if you have received a calling card that may indicate where the parcel has been left or if it has been returned to the delivery office. Please check with your neighbours and any potential 'Safe Place' i.e. garden, porch, bins. If the parcel still has not turned up after 7 days, we are happy to put a claim in on your behalf with Royal Mail. In order to do this we will need you to answer some questions. Please get in touch via email (sales@hurleys.co.uk) with your order number and details so we can investigate this for you.
If your parcel was sent via DPD as part of our UK Premium delivery service, the tracking page will show a photograph of the parcel when delivered - we would advise you check this image first to see if you recognise the area the parcel was left in. If you are unable to locate the parcel after checking any 'Safe Place' i.e. garden, porch, bins - we can contact DPD on your behalf to put in a non-delivery claim.
Unfortunately, once we have handed over to our delivery partner we have fulfilled our part of our contract with you, and while we will be happy to assist you as much as we can with any delivery issues, we are unable to control the length of time of the investigations conducted by our delivery partners. We are also unable to control their final verdict on whether a claim is awarded or not.
If you have any further queries, please get in touch with our friendly Customer Service team.