We normally experience very good reliability from our carriers. However, just occasionally orders can take a little longer to arrive than either we or you would expect, and even more rarely they can go completely astray. If your order hasn't arrived yet, and you think that it should have done, please follow the guidelines below (you will have been told on your despatch email how your order has been shipped):
All Orders
All of our carriers will attempt to leave a card at an address if they try to deliver and fail. The card will carry instructions as to what to do next. We find very often that this card is either not left or has "disappeared". Before contacting us please check either with your local mail sorting office or with the carrier depot to see if your parcel is sitting waiting to be collected. In our experience this represents 90% of all "non-delivery" problems!
Royal Mail First Class
Most orders sent by First Class arrive within 2-3 working days, and usually sooner. However, Royal Mail state that First Class can actually take up to ten working days to arrive. They will not initiate an investigation until after this time. If you have still not received your order 10 working days after your despatch email please check with your local sorting office as above, and then if necessary let us know and we will be pleased to deal with the matter.
Carriers
Your order may have been sent by a guaranteed service. You will have been sent tracking details on despatch from us. If it is not delivered, is not delivered on the correct day, or it arrives after the time that has been guaranteed, please let us know as soon afterwards as you can and we will investigate the matter with the carrier.
International Orders
If your order has been sent via Air Mail (including Premium Air Mail) we are unable to start investigations until 20 working days after the date that your order was shipped. If after this time you have still not received your order please let us know and we will deal with the matter. If your order has been shipped by a specialist carrier you will have been advised of the likely delivery time when you placed your order, together with tracking details. If this time has passed without receiving your delivery please let us know and we will initiate investigations with the carrier concerned.