As a guide for items not received please follow our check list below:
What if my item hasn't arrived?
Items sent by Royal Mail.
Deliveries should arrive within 3-5 days. Royal Mail states that 90% of First Class mail arrives the next day, and 90% of Second Class mail arrives in 3 days, but if yours doesn't please read below
Is it less than 4 working days since your mail should have arrived?
If so, please hold tight, it's probably on its way but may have been delayed in the Royal Mail system
Is it 4 to 10 working days since your mail should have been delivered?
Firstly please check with your neighbours to see if a parcel has been left with them, check any outhouses etc you might have where mail may be left if it cannot fit through your letterbox, contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection, and finally please inform us so we know.
If 15 working days have passed since the item was posted to you.
Royal Mail will now class your item as lost. You must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the Royal Mail in regard to this. Please send us an email confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence. When we receive your emailed declaration we will either send you a replacement or give you a refund depending on your choice.
Unfortunately we cannot refund or replace items that Royal Mail have lost until 15 working days have passed.