What to do if your parcel is lost/ missing

In the event that you haven’t received your delivery within the expected timeframe, please check your delivery status using the carrier’s tracking.

If there have been no updates for over 24 hours past the expected delivery date, contact us and we’ll open an investigation. Email [email protected].

Denial of Receipt (DOR) declaration

If your tracking shows that your parcel has been delivered but you haven’t received it, you’ll need to complete the Denial of Receipt (DOR) declaration below. This is required by our delivery partners so we can raise a claim.

Please fill out the form below.

Important: You must draw your signature in the box provided - typed signatures or initials cannot be accepted.

Declarations without a valid tracking number or drawn signature will not be processed.

If you need extra help, email us at [email protected] or call +44(0)1202 611364 during office hours.