In the event that you, the customer, report to us that an order you have placed with us has not been delivered the following process occurs.
1/ Tracking numbers are double checked to see if any other notifications have been added to the track record. We ask that you check in bins and ask neighbours if they have taken receipt of the parcel.
2/ For orders that appear stuck in the network, we wait for 7 days to see if any changes are made to the tracking number. We have seen cases of item moving after a period time without the need to contact Royal Mail, or deliveries being registered without showing to have passed through their network. In cases where the track does not update after 7 days will we raise a case with Royal Mail.
3/ When we open a case to start a claim for a lost/undelivered parcel with Royal Mail (for larger parcels this will either be Parcel Force, DPD or UPS) the process takes anywhere between 4 to 6 weeks. During this period we do not send out replacements or offer refunds. Once a case has been raised with Royal Mail we are assigned a case number and if you wish to receive a copy of this number please let us know. This will allow you to confirm that the case has been raised with Royal Mail. The outcome of the claim will determine our response. If the claim is successful we offer to resend the order. If we do have stock to cover a resend or you do not wish to have the item resent, then a full refund is offered. If the claim is unsuccessful then we will not resend the order or process a refund. In this circumstance we advise you to either process a chargeback with the issuer of your payment card, or if you used PayPal to pay to raise a case is the resolution centre. This makes either the Card Company or PayPal the arbitrators in the final decision. This process can take 30 days, but involves us supplying evidence to the card company/paypal and then letting them make a decision. We consider their decision final and will not dispute its outcome.
This process has been put in place to protect us as a small retailer against fraudulent claims.
All of our parcels are dispatched using Royal Mails tracked service. When a parcel is delivered a GPS (Global Positioning System) location is registered when the parcel is scanned at the point of delivery. A Proof Of Delivery photo should also be taking after the scan. If a POD has been taken it will appear on the tracking page once a scan has been performed. Proof of delivery photographs are not always taken, and if this is the case, the tracking page will not show a POD photo.
When making a claim the GPS location is looked at first. If it is in close proximity to the supplied delivery address the chances of a successful claim are near zero. If a POD photo shows the item left in an insecure location, the chances of a successful claim increase.