I think my order has been lost in transit. Can you file a claim?

If this is the case, you must provide us with proof of the loss in the form of a tracking number and/or a receipt. Once this has been supplied, we will then raise an investigation with our courier, which can take up to 5 days to complete. If it takes longer than 5 days, the investigation closes, and the parcel is deemed as lost. Once the courier has completed their investigation and deemed the parcel lost, we will then raise the claim. Please note that we can only pay up to £100 for lost 48-hour tracked service. When using special delivery, customers are responsible for filing a claim. If successful, they will be paid up to £1,000 for the loss of their parcel.

We'll ask you to wait a total of 7 working days for the order to arrive with us before being eligible to file a claim against the courier you used. This allows us to account for any potential delays which the courier experiences whilst in the process of delivering your order to us.