Delivery IssuesUpdated 7 months ago
We strive to provide a seamless delivery process. However, there are unfortunate occasions where delivery issues may arise.
Transit Issue or No Tracking Update
Once dispatched, we'll email your delivery tracking information. The tracking number usually becomes available on the courier's website within 24-48 hours, but initial scans may not occur until a package has been processed at the couriers sorting facility. During peak periods, there might be fewer scan events in the tracking system. If your tracking isn't valid within 48 hours, contact us, and we'll promptly liaise with the courier to resolve the issue.
Returned to Sender (RTS)
Packages may be returned to sender for various reasons:
Invalid Delivery Address: Please ensure the correct delivery address is provided to avoid return. We are not responsible for address validation. If an item is returned due to an invalid address, a re-delivery cost may apply. If you instead opt for a refund, standard change of mind return conditions will apply.
Delivery Rejected by Receiver: If the receiver rejects the package, it will be considered a change of mind return and standard return conditions will apply. If you are purchasing as a gift, please ensure the receiver is made aware to accept the delivery.
Unsuccessful Delivery: Most packages have Authority to Leave (ATL), but high-value items or situations where a safe drop-off isn't feasible may result in unsuccessful delivery. In such cases, the package is generally taken to the local post office or courier depot after a calling card is left. Monitoring shipment tracking is crucial. If a re-delivery is needed, additional costs may apply, and in some cases re-delivery may not be possible. If you prefer not to leave your delivery unattended, please specify during checkout notes.
Late Delivery
We take pride in delivering on time, but sometimes deliveries might be delayed by events beyond our control such as floods, fires, or traffic incidents. In these situations, you can find the information at the top of the shipping details overview.