It is extremely rare for Royal Mail to not deliver at all, but in the unlikely event it does happen please call us on 0207 621 0090 (8.30am - 6.00pm Monday to Friday excl public holidays). 

We will then contact Royal Mail's national customer service centre for further information. It may take a few hours to resolve the enquiry as they will need to communicate with regional sorting offices, local delivery offices and individual delivery officers. We will keep you regularly updated on progress.

If Royal Mail confirm the delivery is lost
If Royal Mail confirm the delivery is lost, we will refund the full order value including delivery charge and start a claim with Royal Mail. The refund will leave our bank the same day, but it might take up to 72 hours for your bank to clear the funds (although most appear the same day).

If Royal Mail locate the delivery and you still wish to receive it
If Royal Mail locate the delivery and you still wish to receive it, we will refund the delivery charge where applicable and reclaim it from Royal Mail.

If Royal Mail locate the delivery and you no longer wish to receive it
If Royal Mail locate the delivery and you no longer wish to receive it, we will refund the full order value including delivery charge as soon as Royal Mail confirm it is en route to us and can longer be collected by you.

If you would prefer to collect the delivery and return it to us yourself
If you would prefer to collect the delivery and return it to us yourself, please let us know and we will send you a reply-paid bag for return by the Post Office. As soon as you provide us with a tracking number and we can confirm the delivery is en route, we will refund the full order value including delivery charge.

You can get more information on your delivery rights with Royal Mail from your local Citizens Advice Bureau.

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