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 Lost Order Form (Royal Mail Rule). 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, however we may decide to wait on approval of the loss from Royal Mail before deciding on a course of action e.g. for higher value orders or when a second parcel is lost to the same person/address as that would point to a localised problem in a certain sorting office. Missing orders are rare but when they do happen we have to follow this procedure.

The steps for missing parcels are as follows:
- Wait upto 15 working days for delivery in UK and 25 working days for delivery Overseas for delivery
- Contact Beeunique giving order number, full name and address.
- Complete and return Lost Order Form to Beeunique within 10 days.
- Once Royal Mail approve the claim then can we send refund or replacement order.

Royal Mail's P91 Lost Order Form consists of 3 questions:
- Have you received the item?
- When did you notify Beeunique it was missing?
- Have you already reported this item as missing to Royal Mail?

Royal Mail can refuse the claim for several reasons such as:
- More than two claims made to the same address over the past 12 months
- Address is incomplete
- Same complaint has been submitted direct from the customer
- Completed Lost Order Form has not been returned from the customer

NOTES:
If you need your items urgently it is advised that you re-order them through Beeunique and when / if Royal Mail accept your P91 Form for loss we can then refund you for your original order. If you do not return your P91 Form to us within 10 days we will not be able to reimburse you for any lost order and your claim will be rejected. If Royal Mail refuse your claim after you have been refunded or received a replacement from Beeunique then you may be invoiced for this replacement/refund depending on the reason for the refusal i.e. if the customer supplied an incorrect or incomplete addresss.

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.