Delivery Dispute & Non-Receipt Policy

We work with trusted courier partners including Royal Mail and DPD to ensure orders arrive safely. In the rare event that a delivery is marked as delivered with photo proof but cannot be located, the following policy applies.

Proof of Delivery

A delivery marked as delivered may be supported by:

• Delivery confirmation scan

• GPS location data

• Delivery photograph

• Signature (where applicable)

Where this evidence confirms delivery to the address provided at checkout, the order is considered successfully delivered.

If Your Order Is Marked as Delivered but Can’t Be Found

Before contacting us, please:

• Check all entrances, outdoor areas and any safe places

• Check with neighbours, household members, or building reception/mailroom

• Review the delivery photograph provided by the courier

Many parcels are located during these checks.

Our Review Process

If the parcel still cannot be found, we will:

• Review courier tracking, delivery photos and GPS data

• Ask you to confirm the above checks have been completed

• Request screenshots from the customer of delivery notifications (emails/texts) Ask for a short written declaration if required by the courier

Courier Investigation & Timeframes

If there is reasonable concern that the parcel was misdelivered or lost:

• We will open an investigation with the courier on your behalf

• Courier investigations must follow their procedures and deadlines

• If delivery was marked the same day, we may ask you to allow 24–48 hours before escalation

Safeplace & Delivery Instructions

If no Safeplace or alternative delivery instructions are selected:

• Couriers may leave parcels in a reasonable location at the delivery address

• Once delivery is confirmed with photographic or GPS evidence, responsibility for the parcel passes to the customer

We strongly recommend selecting a Safeplace or signature-required delivery for higher-value orders.

Resolution

• Where delivery is clearly confirmed (correct address, photo and GPS match), we may be unable to offer a refund or replacement

• Where evidence is inconclusive or suggests a delivery error, we may offer, at our discretion:

• A replacement, or

• A refund of the product purchase price

Theft After Delivery

If a parcel is believed to have been taken after confirmed delivery (e.g. from a doorstep), this is treated as post-delivery theft and reviewed on a case-by-case basis. Refunds or replacements cannot be guaranteed once delivery is confirmed.

Reporting Timeframes
If your order is marked as delivered but cannot be located, you must contact us within 48 hours of the delivery confirmation.

Where a delivery is marked as delivered on the same day, we may ask you to allow up to 24 hours for the parcel to appear before reporting the issue.

Claims reported more than 7 days after delivery confirmation may not be eligible for investigation, as courier claim windows and delivery evidence may no longer be available.

Your Consumer Rights

In line with UK consumer law, we are responsible for your order until it is delivered. Where a courier confirms delivery to the correct address with supporting evidence, the delivery obligation is considered fulfilled.