It’s rare for an order to vanish — but if it does, here’s when to reach out.
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UK Customers: If your parcel hasn’t landed within 10 working days after dispatch (and tracking shows it was collected), drop us a message.
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International Customers: For orders outside the UK, get in touch if it’s been 12 working days since dispatch and there’s still no sign of it.
We’ll check tracking, contact the carrier, and sort things fast.
If your order’s genuinely gone missing, we’ll replace it — no runaround, no excuses.