I’ve posted an item back to you but you haven’t received it, what do i do?

It is your responsibility to pay for returned items and we recommend that you use a tracked and signed for service. we cannot accept responsibility for items that have been posted by you but have not reached us. we will not be able to contact couriers/ mail service providers on your behalf to locate your parcel. you will need to contact the delivery provider that you used to locate your parcel using the tracking information or to start a claim. you are advised to use a delivery service/ courier who will deliver to a po box as we will not provide an alternative delivery address.

When you post a parcel back to us it is your responsibility to ensure that you have filled in all of the necessary customs documents and declarations correctly. we will not pay any customs fees to release your parcel. our delivery partner will hold the parcel for 21 calendar days after which time the parcel will be returned to you. we are unable to obtain information from our delivery partner relating to the name of the sender or the country the parcel was sent from which means that we will not be able to contact you.