Delivery Not Arrived

Step 1 – Confirm Delivery Method & Timings

When we despatched your parcel, we sent you a “Despatched’  e-mail showing the date of despatch and the delivery method, as chosen by you at the checkout.    As a general guide, the following timescales apply but please note:

• Timings are from the date of despatch and NOT the date you placed your order. 
• We are unable to despatch parcels at weekends or on bank holidays because neither Royal Mail or our couriers work on these days
• We do not guarantee a delivery date because, once we have despatched your item, it becomes the responsibility of a third part carrier.  Next day courier services are not guaranteed next day, although this is achieved 99.9% of the time.
• All timings are as quoted by our carriers.
• In our experience, occasionally international deliveries sometimes take significantly longer than the quoted times.
• Deliveries outside the EU can be delayed by customs procedures.

Step 2 - Check Your Delivery Address

Please check the exact details of the delivery address and postcode you provided us with at the checkout.  Unfortunately, some customers occasionally omit important information or use the wrong post code.  This can cause parcels to be delayed or lost.

Step 3 - Track Your Parcel Online

All Business Post parcels (UK and International) can be tracked using your order reference number.
All Fastway Courier parcels can be tracked using the unique tracking number sent to you by e-mail.
We only issue tracking numbers for Royal Mail Special Delivery if your parcel fails to arrive on time.  Under these rare circumstances, we ask customers to contact us by e-mail. Contact Us Here
Royal Mail Recorded Delivery is not a trackable service, it simply enables you to obtain proof of delivery once your parcel has been delivered.  For this reason, we do not issue Recorded Delivery numbers.

Step 4 - Look For Your Delivery

The following scenarios may sound implausible but customers regularly report instances such as these.  Please check:

• With neighbours who may have taken the package in for you if it was too big for the letter box.
• Behind bins, under bushes and a whole host of other hiding places a well meaning delivery person could conceivably have left your parcel
• Have you been ‘carded’?  It is easy for these cards to be lost amongst all the junk mail.

Step 5 - Contact your carrier

Once we have despatched your parcel, we are unable to provide information about either it’s whereabouts or when it might be delivered.  If we had this information available, we would gladly provide it.  Instead, please contact the carrier of your parcel.

• Royal Mail – You will need to contact your local delivery depot
• Business Post – Please enter your postcode onto their website to find the phone number for your local depot. Click Here
• Fastway Couriers - 0845 108 8000

Step 6 - Email Us For Help

When a parcel has not been delivered, we are unable to offer help and assistance unless you have first gone through the first 5 steps described above.  Once you have done this, if you are still unable to locate your parcel, please contact us by e-mail and we will do our best to help you.

Contact Us Here