If you have entered your shipping details incorrectly, we are unable to change the address once the parcel is in transit or has been delivered to the address provided at checkout. In such cases, you will need to contact the courier directly for advice on how to proceed.
If your parcel was sent via Royal Mail or DHL, you may be able to use your tracking number to log in to the courier’s website or app and update your delivery preferences, change the delivery day, select a safe place or arrange collection from a local delivery office or parcel shop, depending on the options they offer.
Unfortunately, we cannot redirect a parcel to a new address once it has been dispatched, and we cannot resend the parcel to a different address unless the order is replaced.
My parcel was returned to the sender due to an incorrect address or not collected from the parcel shop. What are my options?
If your parcel is returned to us because of an incorrect address, or because it was not collected from the parcel shop, you have two options:
Re-dispatching the parcel:
If you would like us to resend the parcel, there will be a re-dispatching fee of £4.95 for each parcel. Once the payment for the re-dispatching fee is received, we will arrange for your parcel to be sent to the correct address.
Requesting a refund:
If you prefer a refund, a restocking fee will be applied. This fee is 20% of the total value of your order or £4.95, whichever is greater. This charge helps cover the costs associated with processing, handling returns and restocking items. The restocking fee ensures that we can efficiently manage returned items and maintain the quality of our services.
Someone else received my delivery with my name but their address. What can I do?
If your parcel has been delivered to an address that is not yours but shows your name, we regret that we are unable to redeliver the parcel to an alternative address or resend the parcel free of charge. You will need to contact the courier directly to resolve the issue.
Once the parcel is marked as delivered by the courier, we cannot intervene further. However, some couriers, including Royal Mail and DHL, may offer support via their tracking portal or customer service team to help investigate a mis-delivery.
Courier Contact Information
For issues related to your delivery, please contact the courier directly using their official website, tracking portal or customer service channels:
Please have your tracking number and order details to hand when you get in touch with the courier.
Contact Us
If you require further assistance after speaking to the courier, please contact our customer support team using our online contact form.