Shipping policy
We know that delivery is important to our customers and we have put together the following details to help you understand how and when your order from us will be delivered.
Should you need an item urgently you can upgrade to express delivery during checkout.
Depending on weight and delivery method selected on checkout, orders will be despatched via Royal Mail, Royal Mail Recorded or DPD.
Important
Please ensure any address changes are updated prior to ordering.
Please note: DPD deliver Monday to Friday excluding public bank holidays. They do offer Saturday and Sunday Delivery at an extra charge. If there is no one available to sign for your parcel they will leave a card with details of when your item will be redelivered or where you should go to collect it.
Estimated Delivery Times
Royal Mail 24 (1st Class) - Estimated delivery within 1-3 working days
Royal Mail 48 (2nd Class) - Estimated delivery within 2-5 working days
Royal Mail Tracked - Estimated delivery within 2-3 working days
DPD Next Day - Next working day if ordered by 12.00pm
DPD Two Day - 2 working day if ordered by 12.00pm
Tracking Your Order
If your order has been sent via a tracked service you can track the progress of your delivery by contacting the assigned courier via telephone or website, you will need the tracking number and this will be found under your eBay Purchase: Order Details.
Where is my Order?
If you recently placed an order and you're wondering why you haven't received it yet then you are at the right place, this page is designed to help you get your order as soon as possible. Please read it completely before contacting us about a missing order. Lost orders are very rare and we remain responsible for your order until you receive it.
- You should first check whether we've dispatched it to you
- Sign into your eBay account and click on: My eBay: Purchase history
- An envelope icon next to the order will show that it has been despatched and if you hover over it with your mouse you will see the date of dispatch.
- We also send an email to your registered email address at the time of dispatch.
Royal Mail (Economy and Standard)
Royal Mail packets are normally delivered within 1 to 5 days
Non-Delivery
It's very rare for parcels to be genuinely lost by Royal Mail however they can on occasions be delayed by:
- Miss-routing in the delivery network
- Incomplete delivery addresses
- The most common reason for non-delivery of parcels sent via Royal Mail is that they are too large for a standard letterbox and have been taken back to the local Royal Mail Delivery Office or Enquiry Office.
- Postmen and women may also leave parcels with neighbours.
If they are unable to deliver your postman or woman will often leave a 'sorry you were out' card however these are not always available and can easily be lost or misplaced. The card explains why Royal Mail were unable to deliver, and tells you how to arrange redelivery or collection.
You can arrange redelivery quickly and conveniently direct from your computer or phone, either to your own address, to your local Post Office branch or to another address in your same postcode area. The Royal Mail Redelivery Page has more information.
You can find your local Delivery Office or Enquiry Office plus opening hours from Royal Mail official website. You can also get details of your local Delivery or Enquiry Office by phoning the dedicated Delivery Office information line. This automated service will give you the address and opening hours of your nearest Delivery Office or Enquiry Office.
What to do if your item has not arrived when expected:
Express Delivery: We can quickly and easily track orders sent by our Express Delivery service. Please contact us for help via eBay messaging system or call us
Royal Mail: Letterbox Size Items
If you have waited 7 working days from receipt of our despatch email please contact us using the 'Ask a Question' link on the item listing. We will need to have confirmation of:
- Your full delivery address including postcode
- That you have checked with neighbours and other occupants at the delivery address
- Your contact phone number
- You agree to return to us, any replacement items which subsequently turn up
- You agree that we can pass your details to Royal Mail and that you will respond to enquiries from them
We regret that we cannot track your order unless we have this information
Non-Letterbox Size Items:
If you have waited 10 working days from receipt of our despatch email please contact us using the 'Ask a Question' link on the item listing. We will need to have confirmation of:
- You have visited your local Royal Mail Delivery Office or Enquiry Office (Not the Post Office)
- Your full delivery address including postcode
- That you have checked with neighbours and other occupants at the delivery address
- Your contact phone number
- You agree to return to us, any replacement items which subsequently turn up
- You agree that we can pass your details to Royal Mail and that you will respond to enquiries from them
We regret that we cannot track your order unless we have this information.
What we will do
Where you have confirmed in writing that your item has not been received and the above information has been provided we will arrange a replacement item. Royal Mail will not allow claims until 15 working days have passed from dispatch and we reserve the right to wait until this time has passed before we replace lost items.
Please note:
Sadly instances of fraud are on the increase. The cost of fraud has to be passed on to all buyers in the form of higher costs. Because of this all reports of lost items are reported to Royal Mail who may contact you to confirm the circumstances of the loss. For your security and to minimise theft, where the item is valuable or you have a history of non-receipt we may also ask you to report the loss via eBay before we can action any replacement.