Why haven't I received my order?

We do, on the odd occasion, experience delays with the service provided by Royal Mail and orders arrive later than intended. We understand how frustrating this can be, and for this we sincerely apologise.
 
Royal Mail
If you have experienced a delay with your order, please follow our step-by-step guide:
 
Step 1:
Login to your account and determine when your order was dispatched and how it was dispatched. Royal Mail advise the following timescales for delivery after dispatch:
  • Standard: Estimated 3-5 working days 
  • Express: Estimated 1-2 working days 
  • European Airmail: Estimated 3-5 working days
  • Rest of World Airmail: Estimated 5-7 working days.
 
Step 2:
If your order has not arrived by the due date calculated in Step 1 above, before contacting us, please contact your local Royal Mail Collection Depot as calling cards are not always left.Web: http://www.royalmail.com/ Phone: 01212750500 

If a calling card has been left you can arrange a redelivery here.

If your local Royal Mail Collection Depot are unable to advise you of the location of your parcel, we need to allow a defined period before we can consider the order lost. Orders are delayed within Royal Mail for many reasons.
For Express Delivery Orders - We will need to allow a further 3 working days past the last estimated arrival date before we can consider the order lost.
For Standard Delivery Orders - We will need to allow a further 5 working days past the last estimated arrival date before we can consider the order lost.
For Europe Orders - We will need to allow a further 10 working days past the last estimated arrival date before we can consider the order lost.
For International Orders - We will need to allow a further 15 working days past the last estimated arrival date before we can consider the order lost.
 
Step 3:
Royal Mail deliver the majority of our parcels. We use a mixture of First and Second Class services depending on weight, delivery service selected and cost. This way we can keep costs low and in turn pass these savings on to you. Depending on how quickly the items are required and the size/value of your order, we may use a courier 24/48hr service. For our guaranteed next working day service we use Yodel/Hermes 24hr, and a tracking number will be provided by the courier, with this you can track your parcel right up to delivery

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