Non-Receipt of Goods Policy

This policy explains what to do if your order or items have not arrived and how we handle non‑receipt claims.

When to Contact Us

Please contact us if:

  • Your order has not arrived, or
  • Items are missing from your delivery, or

You must contact us within:

  • 14 days of the order being marked as delivered, or
  • 14 days after the last estimated delivery date

Claims made outside of the 14 day period will not be considered.

Information We Need

To investigate your claim, please provide:

  • Order number
  • Confirmation of your delivery address
  • Whether the full order or specific items are missing
  • Confirmation that no one in your household or a neighbour accepted the delivery

We may request a signed non‑receipt of goods disclaimer form.

What We Do Next

We will:

  1. Check your order and delivery address
  2. Review courier tracking and delivery evidence (photos, GPS, signatures)
  3. Contact the courier if further investigation is required
  4. We will give you an approximate timeframe in which to expect a resolution.

Outcomes

Once the investigation is complete, we will:

  • Refund or replace the missing order/items if the claim is accepted, or
  • Explain clearly if the claim cannot be upheld, including delivery evidence

Approved refunds are processed within 14 days.

Important Notes

  •            We are responsible for delivery until goods reach you
  •             Incorrect addresses entered at checkout may affect eligibility for refunds
  •             This policy does not affect your statutory rights under UK consumer law