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Lost Order Information

Please read all information below before contacting us regarding a possible lost order.

UK Orders:
Normally sent by 1st class mail which takes approx 2-3 days for delivery.
Please allow 15 working days (Mon-Sat) before reporting a UK order as missing (Royal Mail Guidelines). Royal Mail say this 15 working day delivery time allows them time to check addresses that may be incorrect or re-package damaged parcels etc. The only delivery service guaranteed quicker would be to pay for a Next Day Delivery or Courier Service. Orders are covered for a maximum of £30 unless Recorded or Next Day Delivery option has been paid for.
During periods of adverse weather conditions or Royal Mail Postal Strikes we would need to extend the time for delivery accordingly.


Overseas Orders:
Normally sent by Airmail which takes approx 1-2 weeks for delivery
Please allow 25 working days before reporting an overseas order as missing (Royal Mail Guidelines). Royal Mail say this is to allow time for the parcel to clear customs and be delivered by your Countries local postal service. The only delivery service guaranteed quicker would be to pay for a Courier Service (although International Insured may speed up your order slightly this cannot be guaranteed). All orders over £30 are sent by Airmail Insured to cover you fully against loss.

During periods of adverse weather conditions or Royal Mail Postal Strikes we would need to extend the time for delivery accordingly.

Lost Order Form:
After the allowed delivery time has passed please contact us and give your order number, full name and address. We will then email or post you a Royal Mail Lost Order Form. You must complete this P91 Form and return it to us within 10 days to confirm non-receipt of the original order - without this completed form we cannot arrange a refund or replacement. Once the form has been received and approved we will either send a replacement order or issue a refund.

Please note as a Royal Mail Business Account Customer we are unable to claim for lost orders but still require these forms to be completed as they help Royal Mail to locate and monitor possible problems areas and to hopefully reduce future losses.

No claim will be dealt with until 15 working days have passed for UK orders and 25 working have passed for Overseas orders. All times are based on posting date not order date.