Royal Mail does not consider a parcel lost unless it has been missing 10 working days in the UK. If your parcel is missing and does not have a ‘Delivered’ status after this date we will re-send the package or refund where stock cannot be fulfilled. Please know we have only needed to do this a handful of times in our 10 years of business, most do turn up (often on the 10th day!).
If you think your order might be lost in the post, we would suggest the following steps;
- Check with everyone in your household who may have received the delivery on your behalf.
- Visit your local sorting office (you may not have received a calling card by Royal Mail).
- Check with your neighbours or a designated ‘safe place’ (you may not have received a card by Royal Mail telling you if has been left).
- Or if your package was delivered to a work address, check with the post room and all colleagues who may have accepted the delivery.
Please note we dispatch orders Monday – Friday. Weekends and all UK bank holidays are classed as non-working days, please bare this in mind when waiting for your order to arrive as orders are processed in order of receiving and may be delayed due to seasonal demand such as Christmas / start of a new BOM club or adverse weather conditions (heat waves or snow in other parts of the country may slow down the system).
If your order has not arrived within the standard Royal Mail 48 service time-frame mentioned above we will endeavour to help. Please email us at info@sewandquilt.co.uk and we will advise you if your package has a ‘Delivered’ status by Royal Mail. This means it has been scanned by a postman at your address. Please note we cannot do anything further for parcels that have this status and will only advise you to follow the points above.
You have 28 days in which to contact us regarding a lost package, we cannot do anything after this time.
International orders are considered lost if after 20 days in Europe or 25 days in the rest of the world.
We can only track packages through the same tracking number you get in your automated shipping email and don’t have any additional insights, except to advise patience and adhere to any instructions for customs fees to pay once it reaches your country, this tends to be requested via email internationally so we stress to check your emails regularly – including spam/junk folders and ensure you email address entered at the checkout is correct.