Unfortunately, on occasion, parcels may not arrive within the agreed timescale or could be lost completely. Under these circumstances we will contact the delivery company and lodge an investigation. Unfortunately, we are unable to refund or replace a purchase until this investigation has come to a close. The timeframes for this are as follows:
If tracking information indicates that your parcel has been delivered, but you have not received it, we will launch an investigation. We will investigate with the delivery company but, in the meantime, we kindly ask that you check your property (garden, behind bins, etc.). Please also speak with your neighbours, as we have found in the past that delivery companies will often leave your parcel with a neighbour if you aren't available.
It is your responsibility to raise a case with us within a reasonable length of time, typically 30 days. After 30 days, there is no possibility of the delivery company investigating and, therefore, we will be unable to replace or refund your order.
