Missing, Lost or Misdelivered ParcelsUpdated 16 days ago
We understand how worrying it can be to think your parcel may have been lost, stolen, or delivered to the wrong address.
While Royal Mail (in some rare cases Evri) is responsible for the safe and timely delivery of your order, we’re here to support you every step of the way.
First Steps to Take
1. Check Your Tracking Information
Start by reviewing the tracking link provided in your dispatch email.
We have access to the same tracking details as you, and this is usually the quickest way to identify any delays or delivery updates.
2. Ask Neighbours or Building Staff
Royal Mail or Evri may leave parcels with:
A neighbour
Reception or concierge
A safe place (if you’ve set one up)
It’s always worth checking nearby first.
If You Believe Your Parcel Is Lost
If tracking information shows your parcel as delivered but you haven’t received it, or if it hasn’t moved for several days, the next step is to submit a loss enquiry to Royal Mail or Evri
Why You Need to File with the Carrier
Filing a claim helps the carrier launch an investigation from their end and provides the documentation we need to support your case.
This is a necessary step for us to proceed with a refund or replacement.
How to File a Claim
You can report a missing item directly to Royal Mail via their online help page:
Search "Royal Mail Missing Mail" on the Royal Mail website. You can do the same with Evri.
Once you’ve submitted the claim:
1. Keep a Copy of the Claim Reference
Royal Mail will provide a reference number or confirmation email.
Please keep this safe — we will need it.
2. Share the Claim With Us
Email us at [email protected] with:
Your order number
Your claim reference
Any additional information provided
What Happens Next
Once we receive your claim details:
1. We Investigate With Royal Mail
We will contact Royal Mail directly using your claim reference and request updates from them.
2. You Provide a Non-Receipt Declaration
For legal and insurance reasons, we require written confirmation that you have not received your parcel.
This helps us comply with Royal Mail’s policies and prevents fraudulent claims.
3. We Resolve Your Case
Based on Royal Mail’s response and your confirmation, we will issue either:
a refund, or
a free replacement dispatch
We will keep you updated throughout the process.
Why Legal Documents Are Required
For your protection and ours, Royal Mail requires certain documents before a claim can be finalised.
We are unable to proceed based solely on verbal confirmation — written verification is required to close the investigation.
We’re Here to Help
We know this situation can be stressful, and we’re committed to resolving it as quickly as possible.
If you need guidance on filing a claim or want us to check tracking details with you, please get in touch.
Thank you for your patience and cooperation. We’re here to make things right.
PS: trackings starting with H00 are Evri parcels, all other trackings are usually Royal Mail. If you're not sure, we're an email away!