Returns & Refunds on Lost or Delayed Parcels.
We are aware that due to recent and planned Royal Mail strikes, and the backlog caused, delivery times have been severely delayed. We cannot accept responsibility for delayed and lost parcels once they have been sent and it will not be possible to refund or replace your items.
Delayed Parcels: If your parcel is delayed, please contact us to tell us the date it was delivered and we will make a claim against Royal Mail for the delay. Any compensation, up to the value of your order, given to us from this claim will then be forwarded on to you*.
Lost Parcels: If your parcel has not arrived 15 working days (does not include weekends) after the date of postage, we will claim against Royal Mail for the lost parcel. Any compensation, up to the value of your order, given to us from this claim will then be forwarded on to you*.
*Please note that due to the number of claims being made against Royal Mail, claims are also taking longer than usual to be resolved. We will do all we can to resolve any claims made on your behalf but cannot guarantee any times or outcomes from these claims.
Returning Delayed Items: If your parcel is sufficiently delayed that you no longer require the items, you are entitled to send them back to us. After we have received the items back and checked them, we will refund the value of those items so long as they are still in good condition for resale. We cannot cover the cost of postage back to us for any items you are returning. We highly recommend retaining proof of postage when sending items back in case they are delayed or lost again. We will only be able to refund any returned items after we have received them back.
We hope that your parcel arrives without delay and will do all we can, within the terms stated above, to compensate for any inconveniences caused. Thank you for your patience with us and the staff at Royal Mail.