What do we deem as lost?Updated 2 years ago

Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.

We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.

If a claim is to be made for a lost shipment, the form must be submitted at least 20 days after the shipment date for Domestic shipments and 40 days for International shipments.