Articles on: Delivery

6.02 What happens if my foreign currency order does not arrive?

It is extremely rare for Royal Mail to not deliver at all, but in the unlikely event it does happen please contact us. Sign in to our website or mobile app and use the support badge bottom-right, or call us on 0203 950 0660.



We will then contact Royal Mail's national customer service centre for further information. It may take a few hours to obtain an initial response to 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 and accept liability, 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). However, please be aware that in the event Royal Mail cannot immediately confirm the order has been lost, they are permitted under their Terms of Carriage to take 18 days to complete their investigations. We cannot issue a refund without Royal Mail confirming they will replace those funds via an insurance claim.



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 reclaim the Special Delivery fee from Royal Mail and refund the Special Delivery component, where you have paid for delivery, on receipt.



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.

Updated on: 27/04/2023

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