Lost parcels during Christmas Period

Posted on 30th Nov 2011 @ 8:09 AM

LOST PARCELS

While the vast majority of orders arrive within the correct time period it's an unfortunate fact that occasionally parcels can be held up or lost in the post, which we have no control over. If your order has not yet arrived we ask that you please check the following before contacting us:

- Has the item definitely been dispatched? Please check the orders section of your HOODIE HEAVEN account. If the status is SHIPPED this means your package has been handed over to Royal Mail. If the item status is AWAITING FULFILMENT it means your items are due to be made prior to posting out.

- How long ago was the item sent? We are regulated by Royal Mail's terms & conditions and they require a waiting time from dispatch of 15 WORKING DAYS for the UK, 28 WORKING DAYS for the EU and 40 WORKING DAYS for the rest of the world before you can make a lost parcel claim. We understand the frustration that a delayed or lost item can cause but unfortunately we cannot take any action until this time has passed.

- Is the item at your local postal sorting office? It's possible the postal service may be holding your package, especially if dispatched via Recorded/Signed For Delivery and they've been unable to deliver. Please contact your local postal sorting office to see if they have your order. UK customers can find their local sorting office by calling Royal Mail's automated delivery office information line on 0845 6050767.

If your order has been sent, is past the lost parcel time frame for your region and you've contacted the postal service without success, please contact us to obtain a lost parcel form to enable us to process a replacement for you.