All orders shipped by us are sent using an insured shipping method so rest assured lost parcels will be recovered.
If your tracking shows your order has been delivered, but you can’t find your package we will always do our best to help!
We ask that you first look around your home or apartment complex and ask family, roommates, neighbours, and building management if they have seen your package.
If you still have no luck locating the package, then please contact Royal Mail yourself in addition to contacting us. Be sure to include your name and order number in the email.
Once you’ve emailed us, we will also open an investigation with Royal Mail where every step and detail of the delivery is checked and the driver that delivered the package is interviewed if possible. Due to formalities and time differences, the process of gathering information with the carrier may take more than 14 working days.
Please note, investigations can take up to 4 weeks.
After the investigation is completed, if your package is declared lost by the carrier, we can then discuss a replacement.
Please keep in mind that if you gave the carrier the authority to leave your package without your signature and the carrier has confirmed that all required steps were taken on their end to deliver your package correctly, we will not be able to help with a refund or replacement as you have accepted liability for the package by waiving the signature requirement.