Where's My Order?
My order hasn't arrived yet... is it lost?
This is the most common reason for people getting in touch with us, so whilst very rare, we thought it would be helpful to have this information available on its own page.
Please note these important details, and if you are concerned about your delivery, or the delivery is urgent in the UK we suggest using our tracked and signed-for delivery by ParcelForce 48.
Very occasionally an item goes missing. Royal Mail have information about missing mail on their website. They do NOT consider Royal Mail 24 (formerly First Class) lost until after 15 working days following expected delivery. In reality, this is three weeks in their system which means we cannot replace an item sent via Royal Mail until three weeks has passed and it is officially deemed to be lost. Unfortunately this also applies to items sent Signed For (Recorded). We have had reports of Signed For deliveries taking up to two weeks to be delivered, so it seems that Signed For may sometimes be slower than ordinary Royal Mail 24.
To track a Royal Mail item click here
To track a ParcelForce parcel click here