The status of my order is ‘processing’, what does this mean?
This means currently your order is being packaged and labelled for posting shortly.
The status of my order is ‘completed / dispatched’, what does this mean?
This means your order has been shipped from our warehouse and passed to our carrier for delivery to you.
How do I track my order?
If you order has been dispatched via a trackable delivery method you will be able to find tracking information through the orders section of your account. You are also able to track the item through the carrier company’s website with the tracking number we have provided.
My order hasn’t been dispatched yet, what’s happening?
This delay on dispatch could be for various reasons with the most common as follows:
- Order placed outside of dispatch times.
- Your payment card has been declined.
- A delay on receipt of your items from the publisher or manufacture which is out of our control.
- Adverse weather conditions especially in the winter months which has caused disruption.
Please also make sure to check if any notifications have been sent to you regarding the status of your order. If you have been notified that your card payment has been declined first make sure to check if the card has expired. If the card is in date contact the bank directly as they will be the only ones that can provide further information regarding the problem.
My order has been dispatched but not arrived yet, what should I do?
Firstly please check that the postal or courier service has not left you any cards or notes stating that they tried to deliver your parcel while you were out. If you do find one of these cards please follow the instructions on the card to arrange collection or another delivery. If no card has been left please contact the carrier for further information regarding your package. If there is no card and the tracking shows no further updates -
- For DPD orders, Please notify our team within 72 hours of dispatch if an item has not been received. As this is a fully tracked service, we can investigate any DPD order with DPD, that has not arrived after this time (Timescale excluding Sundays and Bank Holidays) Please note DPD has a window for investigations and any claim raised after that time may be rejected.
- For Royal Mail orders shipped via a paid-for tracked service, please notify us after 5 working days if the item has yet to arrive, and we can then investigate this alongside Royal Mail.
- For Royal Mail orders shipped via a free service, we have to allow 10 working days for an item to arrive as per Royal Mail’s terms and conditions. If this item has not arrived by the end of 10 working days, contact us and we can then investigate this as a lost claim.
Please note that if your tracking or recorded delivery reference for your order, shows the item as delivered, we have no legal recourse to refund or replace, as the item has arrived with you. If you dispute this, please contact the courier and your local delivery office for more information, using the tracking number and your postcode.
The tracking information of my order advises on attempted delivery but I wasn’t available to accept it, what should I do?
Please contact the carrier directly, full information on who is delivering your order can be found on your account orders section or your order receipt.
The tracking information of my order advises it has been delivered, however I have not received it, what should I do?
We do request with all our carriers offering a trackable service to only leave the package at the property advised on the address label. This can be missed by the driver sometimes and your package may be released to a neighbour providing a signature is given. We’d firstly advise checking with your neighbours to see if a package has been delivered to them.
Alternatively the package could have been left in a secure location on your property, usually the tracking information would advise this. If you have still been unable to locate the package we’d advise contacting the carrier directly as they would be able to provide detailed information on the delivery of this package.
I do not have any tracking on my order and it’s later than the expected delivery date, what can I do?
If your order has not arrived by the expected delivery date this is usually no reason for concern right away. We would advise first checking with your local sorting office to see if delivery has been attempted or asking your neighbours if the package has been left with them.
On the odd occasion small delays can occur in the postal service so we would advise waiting a few more days after the expected delivery date. If this order has still not arrived please see out lost parcel claim policy here.
I have ordered two or more items at the same time but only one has arrived?
If your orders have been shipped via Royal Mail you have no reason for concern at the moment. We ship all Royal Mail orders out separately so it isn’t unusual for one or more of your packages to have been possibly delayed in the sorting process within Royal Mail. I would expect delivery of your other orders within the next few days.
If your order has been dispatched via DPD courier service yet some of your items are missing from your order, please contact us right away.
It has been more than 20 working days and my order has still not arrived, what should I do?
If your order was shipped via Royal Mail postal service and has still not arrived you will be eligible to raise a lost parcel claim. Full information on how to do this can be found here
Please note EU customers are required to wait 28 working days and rest of the world 40 working days.
My order line doesn’t show a picture of the package, is this a problem?
Not all our packing machines have the photo facility so it’s nothing to be concerned about if your order line doesn’t include a packing image.
Which carriers do you use?
Can I ship to an address other than my billing address?
Your first two orders with us must be shipped to your billing address for security and fraud prevention reasons. After your first two orders have been completed on our system you may edit your delivery address through your account section. If you use Paypal we will always ship to the address verified by Paypal.
Please note for customers outside the UK you must be a Silver or Gold member to change the delivery address.
What is release date or compensate?
For every pre order of a new release product you place with us, you will automatically qualify for a £5.00 store credit should we fail to deliver this product on time with First Class Signed For Delivery. Full information on this can be found here.