Delivery Terms and FAQ

Safeplace Service

To ensure there are no delays to your parcel being delivered, we recommend downloading the Royal Mail App to change your delivery preferences. Please see the royal mail delivery options page to edit your safeplace preferences. It is highly recommended that you supply a safeplace to the courier. It is in Royal Mails policy that parcels can be left in a safeplace unless you opt out.

By not opting out, you agree that royal mail can leave your parcel in a safeplace, which includes neighbours and outdoor areas. The location can be a secure, weatherproof area, that is safe and easily accessible.

Not Going To Be In?

  • If you have chosen DPD as your courier option, you can change your delivery options in the tracking link. 
  • If you have chosen another tracked service, you will be able to change the delivery day and view redirect options in the tracking link provided. We highly recommend choosing a safeplace or opting out in the above link. 

Tracking Says Delivered 

If the item has been scanned as delivered but can't be located, this may be due to a rare scanning error. Please allow an extra day for the item to be delivered. If this time has already passed, please see the GPS location and/or image of the delivery for its location. Your order has been left in your safe place or with a neighbour. Please also check with other family members who may have received the parcel on your behalf. 

Item Not Delivered Enquiries

If you have received an email from Royal Mail or DPD that your item has been delivered, please refer to the tracking details for detailed information where you will find a GPS location of your parcel. There will also be a photo taken if you have selected a tracked service. For redeliveries, please refer to the tracking link provided by Royal Mail or DPD.

Weekend Deliveries

Saturdays and Sundays are not classed as working days and order processing will commence on Monday. If you order on a Friday evening, your order will not be dispatched until the following Monday regardless of the shipping service you have chosen.

Delivery Delayed

There are occasions when we deliver an item separately from your usual delivery; for example, a large item or a Special Delivery Guaranteed item. So your item may still arrive today. There are sometimes delays in the sorting centres, especially during busy periods and factors out of our control, such as weather events, courier industrial action etc. Please see your tracking link for updates. 

I Haven't Received My Tracking Details Yet

The couriers send you an automated email when a barcode scan happens in the sorting centre. If you have not received your tracking, the scan has not taken place in the sorting centre yet. Please allow 1 working day. You will also not receive tracking updates if there was a typing error in your email address provided to us at the time of ordering.

If you have chosen an economy service, no tracking emails are provided, however, we will still receive proof of delivery from the courier with GPS.

Our Delivery Terms and Conditions

Delivery terms and conditions page link