If you recently placed an order and you're wondering why you haven't received it please read this page. Please read completely before contacting us about a missing item.
First check that item is paid status and that we've dispatched it to you:
Sign into your eBay account and click on:
An icon next to the order will show that it has been paid or despatched.
Also an email to your registered email address would have at the time of despatch been sent.
HEAVY & HIGH VALUE ITEMS
Courier deliveries are normally delivered the within 48 Hrs from your dispatch email. (working days are Monday to Friday and exclude Public Holidays). Some outlying postcodes may take longer. A SIGNATURE WILL BE REQUIRED IN ALL CASES. If you are not in a card will be left for you advising how to arrange redelivery.
Royal Mail Tracked
Royal Mail Tracked deliveries are normally delivered between 3 and 5 working days (working days are Monday to Friday and exclude Public Holidays). If you are not in a card will be left for you advising how to arrange redelivery. You can track you item or arrange redelivery on the Royal mail Track and trace website
All other items are normally shipped 2nd Class parcels are normally delivered within 2 to 5 working days. These will not be tracked
Royal mail Non-Delivery
It's rare for parcels to be genuinely lost by Royal Mail however they can on occasions be delayed by:
- Mis-routing in the delivery network or...
- Incomplete delivery addresses or...
- The most common reason for non delivery of parcels sent via Royal Mail is that they are too large for a standard letterbox and have been taken back to the local Royal Mail Delivery Office or Enquiry Office.
- CARDS ARE NOT ALWAYS LEFT!!!!!!
- All items also have our returns address
Postmen and women may also leave parcels with neighbours, behind bins or in outhouses etc.
If they are unable to deliver your postman or woman will normally leave a 'sorry you were out' card however these can easily be lost or misplaced or not left!. The card explains that Royal Mail were unable to deliver, and tells you how to arrange redelivery or collection.
What to do if your item has not arrived when expected
If you have waited 7 working days from receipt of our despatch email please contact us using the 'Ask a Question' link on the item listing. We will need to have confirmation of:
- Your full delivery address including postcode
- You have contacted local royal mail sorting office as cards often are not left.
- That you have checked with neighbours and other occupants at the delivery address
- Your contact phone number
- You agree to return to us, at our cost, any replacement items which subsequently turn up
- You agree that we can pass your details to Royal Mail for our claims investigation process and that you will respond to enquiries from them.
We regret that we cannot help with your order unless we have this information
What we will do
Where you have confirmed in writing that your item has not been received and the above information has been provided we may arrange a replacement item. We may have to wait 14days as per royal mail guidelines.
2nd Class Deliveries
Please note that Royal Mail do not consider 2nd Class post to be lost until 14 working days have passed. We cannot replace items until after this time and are unable to make exceptions to this rule.
All reports of lost items are formally reported to Royal Mail who will contact you to confirm the circumstances of the loss. We may include a claims form that will require your signature for proof of loss for our claim
For your security and to minimise theft, where the item is valuable or you have a history of non-receipt we may ask you to report the loss via eBay before we can action any replacement.
LARGER HIGH VALUE ITEMS
In most cases we will be able to forward you Courier or Royal mail tracking information. We will include courier telephone number and tracking or delivery details.
Losses are rare, often items come back to us after non collection. Again the biggest issue is NON Collection from sorting office. ROYAL MAIL CARDS ARE OFTEN LOST OR NOT LEFT
We very much appreciate you support and patience and will do everything possible to resolve your issue.