My order didn't arrive within the timeframe specified.

Delivery times are an estimate and should be taken as a guide only.

Unfortunately, we cannot guarantee delivery times, as once the parcel has been handed to the courier, delivery is out of our control. We do everything we can to stick by the turnaround times stated on our website, and 99% of the time parcels will arrive within the specified estimate, but occasionally couriers can let us down.

There are many reasons why the delivery of your parcel can be delayed, such as an influx of parcels in busy, seasonal periods, truck breakdowns, road closures, etc. We do not take responsibility of the delivery of your parcel once handed to the courier, except for in the event the parcel becomes missing in transit.

If your parcel has been sent using your selected service, we have incurred these fees from the courier, and any fees associated with the delivery of your parcel (for example, Express delivery fees) cannot be refunded should your parcel not arrive within the estimated delivery timeframe. Only in the rare event a parcel is sent with the incorrect service (for example, sent via standard post when Express was selected), will delivery fees be refunded.

Last updated bySophie McKeon