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Where is my Order

If you recently placed an order and you're wondering why you haven't received it yet then this page is for you and is designed to help you get your order as soon as possible. The page includes some important information and includes links to our couriers order tracking websites as well as links to help you arrange redelivery and for finding Royal Mail delivery Offices and their opening hours.

Please read the page completely before contacting us about a missing order. Lost orders are very rare and we remain responsible for your order until you receive it.

You should first check whether we've dispatched it to you:

Sign into your eBay account and click on >My eBay: >Purchase history

An envelope  icon next to the order will show that it has been despatched and if you hover over it with your mouse you will see the date of dispatch.

We also send a dispatch confirmation email (with your receipt) to your registered email address at the time of dispatch.

When Should You Expect Your Order?

Express Delivery – Interlink Express

Our express orders are normally dispatched via Interlink Express (although in some circumstances we may use FedEx). Your despatch confirmation email sent by us will confirm which courier service we have used to send your item/s. They are normally delivered by 4pm on the next working day after dispatch although some outlying postcodes may take longer. Working days do not include weekends or public holidays. A signature will be required. Interlink express will send a text message to you to advise the delivery time and progress and you can also track your order via the

Interlink Express website using the “search or tracking” box at the top right of the webpage. You will need your consignment number from the email that is sent to you.

 

What if I'm not in?

If you are not available to take delivery the Interlink Express delivery driver will leave a card explaining how to arrange redelivery.

 

Economy Delivery - Royal Mail

Our Economy delivery is sent by Royal Mail 1st Class. We aim to despatch economy orders the same or the next working day. Working days do not include weekends or public holidays. These orders are normally delivered within 1 to 5 days after dispatch and are not tracked in the delivery network.

 

What if I'm not in?

If you are not available to take delivery the Postman or Postwoman will leave a 'Something for You' card which will explain how to arrange redelivery or that your item/s are at your local depot. Please be aware that these are not always available and can easily be lost or misplaced.

 

 Your Order Hasn't Arrived When Expected

 

Express Deliveries

Express deliveries can be tracked in the delivery network at the couriers web-site either Interlink Express or FedEx You are also welcome to contact us for help.

 

Economy Deliveries

 It's very rare for parcels to be genuinely lost by Royal Mail however they can on occasions be delayed by:

Mis-routing in the delivery network.

Incomplete delivery addresses.

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.

Postmen and women may also leave parcels with neighbours, behind bins or in outhouses etc.

 

Getting Help

If they are unable to deliver, your postman or woman will often leave a 'Something for you' card however these are not always available and can easily be lost or misplaced. The card explains why Royal Mail were unable to deliver, and tells you how to arrange redelivery or collection.

You can arrange redelivery quickly and conveniently direct from your computer or phone, either to your own address, to your local Post Office branch or to another address in your same postcode area. The Royal Mail Redelivery Page has more information.

You can find details of your local Delivery or Enquiry Office by phoning the dedicated Delivery Office information line on 08456 050 767. This automated service will give you the address and opening hours of your nearest Delivery Office or Enquiry Office.

You will need to provide the first line and postcode of the delivery address.

 

What to do Next

 

Letterboxable Items

 

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 the following points confirming:-

·         Your full delivery address including postcode.

·         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 and that you will respond to enquiries from them.

 

Non-Letterboxable Items

 

 If you have waited 10 working days from receipt of our despatch email please contact us using the 'Ask a Question' link on the item listing. We will need the following points confirming:

·         You have visited your local Royal Mail Delivery Office or Enquiry Office (Not the Post Office)

·         Your full delivery address including postcode.

·         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 and that you will respond to enquiries from them.

 

What we will do

 

Where you have confirmed in writing that your item has not been received and all of the above information has been provided we will arrange a replacement item.

Royal Mail will not allow claims until 15 working days have passed from dispatch and we reserve the right to wait until this time has passed before we replace lost items.

Sadly instances of fraud are on the increase because of this the cost of fraud has to be passed on to all buyers in the form of higher costs.

Also meaning all reports of lost items will be reported to Royal Mail who may contact you to confirm the circumstances of the loss.

For your security and to minimise theft, where the item is valuable or you have a history of non-receipt we may also ask you to report the loss via eBay before we can action any replacement.