lost or damaged parcels – FAQ

We understand that occasionally, parcels may go astray or encounter damage during transit. Please take a moment to review the frequently asked questions about lost or damaged parcels:

 

Q1: What should I do if my parcel is lost, damaged, or the tracking isn't updating?

If you encounter any of these issues, please don't hesitate to get in touch with us. Click here to contact us via our dedicated form for such inquiries.

 

Q2: What happens if a parcel is lost or damaged?

We are fully committed to finding a solution to any issues you may have with your parcel. When you reach out to us, we will promptly investigate the situation and take appropriate action.

 

Q3: How do you handle lost parcels?

In the event of a lost parcel, we initiate a dispute with Royal Mail, which is the shipping service we utilize. We will keep you informed throughout the process, providing you with the claim number and any pertinent information.

 

Q4: My parcel arrived damaged. What should I do?

If you receive a damaged parcel, please contact us immediately. We will require photographs of the packaging and the damaged items to proceed with the necessary steps.

 

Q5: How long does the process take for lost or damaged parcels?

The time frame for resolving lost or damaged parcels varies based on the specific situation and Royal Mail's processes. We will keep you updated on progress and provide any relevant information you may need. Please see the Royal Mail website for any further information. 

 

Q6: When is a parcel considered lost?

For information on when a parcel is considered lost and for estimated delivery time frames, please refer to the Royal Mail website.

 

Q7: What happens if a parcel is confirmed as lost?

If a parcel is confirmed as lost by Royal Mail, we will offer you either store credit or a refund depending on your preference.