UK customers: If your parcel is lost by Royal Mail, that is solely Royal Mail responsibility. If this happens, a claim has to be made by the customer, You, to Royal Mail directly. To assist you, we can send you a completed claim form, certificate of postage and a receipt, so you can send it to Royal Mail for compensation. Please note, we are not able to make a claim on your behalf due to the volume of products we sell. Royal Mail considers a package to be "lost" if it has not arrived within 15 working days of postage and after this time has lapsed will investigate the matter, will then contact us for confirmation of loss, and then will grant you full compensation. Please note that Royal Mail takes fraud very seriously, so before making a claim, please ask neighbours, or check garage etc for any left packet by Royal Mail.
International: If a parcel does not arrive we will make a claim to Royal Mail. Royal Mail considers a package to be "lost" if it has not arrived within 21 working days of postage and after this time has lapsed will investigate the matter and try to find the parcel. If the parcel is lost, we will give you refund or replacement, and will claim the full compensation from Royal Mail. Please note that Royal Mail takes fraud very seriously.
If you have any questions or concerns, please contact us.