If you know in advance that you will be unable to personally sign for the order, you can always ask someone else to sign for it. If nobody will be available, please contact our distribution centre on 020 7621 0090 (8.30am - 6.00pm Mon-Fri excluding public holidays) as soon as possible and we will see what we can do to divert or defer the delivery. Unfortunately Royal Mail will not allow us to change the instructions for delivery once they have collected the order from us. 

If you are not able to receive the delivery or it is refused, Royal Mail will leave a "Something for you" re-delivery card which will give you three options - collect from the local delivery centre, collect from a Post Office, or request re-delivery. Please see https://www.royalmail.com/personal/receiving-mail/redelivery/ for more information. 

Please note that if you chose re-delivery, you will not be able to change the delivery address and you need to provide 2 working days notice. 

Please ensure you collect your order or arrange re-delivery within 18 days of the original delivery attempt, or Royal Mail will return the order to us and you will be charged for delivery and a re-stocking fee. 

Once we confirm that the untampered order has been returned, we will refund your order less delivery fees (as we still have to pay Royal Mail for the failed delivery) and a £10.00 administration fee. 

If you have a Premium account and the delivery was free, we will charge you the Standard £9.95 delivery fee.

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

Did this answer your question?