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Dispatch & Delivery
 Question : My order hasn't arrived yet outside the United Kingdom. What can I do?
 Answer :
Step One
Please make sure whether your order has been shipped. If it has, we will have sent you an automated e-mail shipment notification. You can also check that your order has been shipped in the Order Status(es) area in your Account on our website.


Step Two
Check whether delivery has taken longer than we estimated. Be sure to calculate this according to the number of working days since your order was shipped. Some mail services may not operate or deliver at weekends.


Step Three
If your order has been shipped and has not arrived within the estimated number of working days, please:

a) Be assured that your order should be with you soon;

b) Check that the delivery address which you gave us is full and correct. If you gave an incomplete or incorrect delivery address with your order, let us know as quickly as possible so that we can try to help your order reach its proper destination.


Step Four
Sometimes, a neighbour, colleague or receptionist will take receipt of an order for you and will not let you know. Please ask your neighbours, colleagues and receptionist whether they have taken your order for you.


Step Five
Delays can be caused by bad weather, strikes, airport security, customs delays, mail delays and public holidays. Some countries will be more affected by these than others. Please do be patient.


Step Six
Mail services are different in each country. Your order will be delivered in your local mail in the usual way.

a) If mail in your country is usually delivered direct to your delivery address (rather than held at your post office for you to collect), the mail service may have been unable to deliver to your address, or no one may have been available at the address to receive the delivery. Please note that mail services do not always leave cards, if they have attempted delivery.

b) If mail in your country is usually held at your post office for you to collect (rather than delivered direct to your delivery address), the delay is likely to be due to one of the reasons listed in Step Five (bad weather, a strike, airport security, a customs delay, a mail delay, or a public holiday).

In both cases, we would recommend that you contact your local postal sorting office/delivery office to see if they are holding your order for you. Your local postal sorting office/delivery office will only need your delivery name and address to check if it is holding your order. We cannot supply a tracking number.

NB: Please note that a sorting office/delivery office is different from a post office.

If your order is returned to us because it is undeliverable, we will e-mail you to let you know.

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