Lost and Damaged Items

We wrap your items very carefuly and use Royal Mail, Parcelforce and DPD to get them to you. Fortunately very few items get lost or damaged in transit. However if the worst happens then we are here to help you.

Lost items - if you select FREE shipping, then your item will probably have been posted using Royal Mail. The post office will consider these items lost after 15 working days, so once this period of time has elapsed if the item has still not turned up then we will resend and make a claim from the post office. We do pass on information about the lost item and the post office may contact you to confirm you have not received the original item.

If you select the expedited service, then your item will usually be sent using Parcelforce or Special Delivery. These are tracked services and it is usually possible to find out much quicker what has happened to the item. It is helpful if you contact us as soon as possible when your item has not arrived. You will know it is on its way because you will receive an email telling you the item has been dispatched, together with the tracking reference. The sooner you contact us the sooner we can check with Parcelforce what has happened to the item. So far they have lost only one item for us so this is very rare! Usually items are not lost, but may have been signed for by a colleague or neighbour, or be waiting for your collection at the local post office.

Most larger overseas items are sent using DPD which again is a tracked service and can be investigated fairly quickly. Contact Us if you are concerned about where your parcel is. Lighter items sent using Royal Mail Airmail will be considered lost afer 20 working days so if the item has not arrived by then we will resend.

Damaged Items - please contact us straight away if an item arrives damaged. If the item is obviously damaged on arrival then please make sure you make a note of damage when signing for the item. We will discuss your preferences with you - often a customer who has received an item where the box is damaged is happy for some compensaton. But if the item is a gift and the packaging is very important then we will of course send a replacement. Contact us to discuss the most appropriate form of action for you. Our aim is for you to be completely satisfied with your purchase!

For help with a lost or damaged item please Contact Us or call 0115 824 2020