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What if I did not receive the purchased item?

If you do not receive your order by the expected delivery date, the first thing you need to do is check your emails or your order history to see if there is an update. If your Vendor has provided you with tracking details, be sure to to check on the progress of your delivery. The package could be lost in transit, delayed, or delivered to the wrong address.

Lost or delayed

If you can see there is a delay, there is no need to contact the Vendor, as your package is still on its way. However, if the package is lost in transit, you need to contact the Vendor so that they can take the matter up with their shipping service provider. Usually, if you don’t receive your package, you’re entitled to a full refund or replacement (including shipping costs) at the Vendor’s expense, unless the Vendor can provide tracking information that shows it was delivered.

Delivered to the wrong address

Vendors must always deliver the package to the exact address provided in the order details. If you didn’t receive your package, but the tracking details show it was delivered, be sure to check what address was provided. If the address is correct, check with your neighbours to see if they signed for the delivery on your behalf. If the package was delivered to the wrong address, try collect it from that address if possible. Unfortunately Vendors are not responsible for a delivery made to the wrong address, if that address was provided by you when placing an order. If you provided the correct address, and the tracking shows the package was delivered but you still didn’t receive it, contact the Vendor so they can investigate. If it was wrongly delivered, you may be eligible for a refund, thanks to our money back guarantee, which you can read more about here.

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