Royal Mail deliveries and missing parcels

We work closely with Royal Mail and other trusted couriers to get your order to you as safely and securely as possible. Very occasionally, parcels can be marked as delivered but not actually received, or experience delivery issues that are outside of our control.

We take great care packing and dispatching every single order. Once your parcel leaves us, it is handled by Royal Mail or the courier selected. While we are always happy to help where we can, we are not able to take responsibility for parcels once they are in the carrier’s network.

To reduce the risk of missed or misplaced deliveries, we strongly recommend using the Royal Mail app or setting up an online Royal Mail account. This allows you to manage your delivery preferences in advance, especially if you know you will not be at home.

Simple steps like choosing a safe place, a neighbour, or a collection point can make a big difference and help avoid parcels being left in unsuitable locations.

Once your order has been dispatched, we will email you tracking details. You can enter your tracking number and postcode in the Royal Mail app to follow your parcel and manage delivery options.

If your parcel is marked as delivered but you cannot locate it, Royal Mail requires the recipient/customer to submit any delivery enquiries or claims directly.

They will not let us do this on your behalf, but if you need any assistance - get in touch and we will happily guide you through the process and provide any supporting information you may need.

Changing delivery options or choosing a pickup location using the Royal Mail app

1) Open the Royal Mail app

2) Tap Track and enter your tracking details

3) Select Change delivery options

4) Enter your postcode

5) Choose the option that works best for you, including:

• • Deliver to a neighbour
  • Leave in a safe place
  • Redeliver on another day
  • Deliver to another address
  • Collect from a Post Office or delivery office

6)  Review and confirm your details