If your tracked order does not arrive within 30 working days and you purchased insurance from us you can request a free re-send as per our delivery guarantee.


Please do note that you must have purchased insurance to qualify for a resend.  We do not resend untracked shipments or tracked shipments which were not protected i.e; insurance was not purchased.


If you think you do qualify for a resend then please raise a support ticket quoting your order number and the date your order was shipped.


We are unable to process any claim for resends unless at least 30* working days have elapsed since your order was shipped.


You must report the non-arrival to us within 45 working days of shipment.  Any claims made for non-delivery made in excess of this period will be rejected.


*40 working days for Australian deliveries mailed in January.