The courier has lost my parcel, what should I do?

We use DPD as statistically they're one of the best couriers, but we do understand in rare instances that this can happen & we can understand the frustration this would cause.

However, please don't worry as we have a 4-step process that we use to get to the bottom of all missing parcels.

We will first consult DPD who will aid us in looking into this fully for you.

In the meantime, it may be best to check that a neighbour hasn’t taken the delivery for you. We will also send you any photos taken by DPD on delivery if this is the case.

Many of our products are also serial tracked by the NMPR Police system so this will enable us to track a product's location from its IP address, if or when it's been activated.

Please keep us informed if these goods show up in the meantime. 

If they do not show up on the day then we will launch the following steps:

1

We'll launch a thorough investigation with DPD. They will send the delivery driver back to the location of the delivery to investigate and meet with you to discuss the delivery. This is usually within 48 hours.

2

If goods have not been located by the end of the day, we will launch an NMPR Police track. This takes up to 3 working days.

3

You will need to sign a denial of receipt form.

4

If goods are still not received and DPD / the police have concluded their investigation, we will send out replacement items. Replacements are sent if the goods have not been located within 10 working days.

Apologies again for the inconvenience this has caused, but hopefully, we will get to the bottom of it very soon.