Tracked order not arrived.
Modified on: Thu, 9 Feb, 2017 at 9:33 AM
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.
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