All our deliveries are sent by Royal Mail Special Delivery and your order is fully insured from door-to-door. If the order has not arrived by the guaranteed delivery time, please contact our distribution centre on 020 7621 0090 (8.30am - 6.00pm Mon-Fri excluding 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 that your order is still out for delivery
If Royal Mail confirm that your order is still out for delivery, then they will attempt to complete the delivery. We will refund your postage where applicable and reclaim the cost from Royal Mail.
If Royal Mail confirm that your delivery is at a regional sorting office
If Royal Mail confirm that your delivery is at a regional sorting office or local Delivery Office, we may be able to recall the delivery. We will refund the full order value including delivery charge where applicable as soon as Royal Mail confirm you can no longer collect the order.
Otherwise, we will ask Royal Mail to attempt delivery as soon as possible and refund the delivery charge where applicable.
You can get more information on your delivery rights with Royal Mail from your local Citizens Advice Bureau.