My order is late / has not arrived in the stated time-frame

We’re very sorry to hear your order has not arrived in the usual time-frame. We aim to ship all orders out either same-day (Monday – Friday) if they are placed before 1pm. For orders after 1pm on a working day we aim to ship the following working day.

We use Royal Mail who are very good in our experience and provide a proof of delivery tracking code for every parcel, so you can check if delivery has been attempted for your order.

We also make it clear on our delivery page, that delivery times are only estimates (with the exception of special delivery) and are not guaranteed as we don’t like to break delivery promises.

Once the order is passed to Royal Mail, it’s over to them to deliver your order on-time. Royal Mail normally do this very well but with millions of parcels being delivered every day, very occasionally things go wrong.

This is where we come back into play and we will aim to resolve these rare issues as quickly and efficiently as possible.

Here’s what to do if you order has not arrived:

3 Step guide if your order is late:

1. Check your tracking code to see if delivery has been attempted or if your order has been delivered to a neighbour.

2. Check your delivery address is correct, you can see this on the order confirmation email and also in your account area.

3. Remember that delivery times are only estimates and are based on working days, so exclude weekends, bank holidays etc. Also if it’s Christmas time, post always seems to run slower than usual. Allow a few extra days to see if your order arrives – they do usually turn up.

3. If it’s been a further 4 working days on top of the delivery estimate, email our support team who will investigate with Royal Mail and resolve the issue as quickly as possible.

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