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Lost item

While the vast majority of orders arrive the following working day 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 ShopTo account. If the status is SHIPPED this means your package has been handed over to Royal Mail.
How long ago was the item sent?
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/DHL 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 free service, we must 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.
-    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 will raise a general inquiry with Royal Mail about the delay. If it fails to deliver within 10 working days, 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.

We are regulated by Royal Mail's terms & conditions and they require a waiting time from dispatch of 10 WORKING DAYS for the UK, 20 WORKING DAYS for the EU and 30 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 follow the instructions below. This straightforward system allows you to request either a replacement item (stock permitting) or a refund to your ShopTo account or credit card.

Terms and conditions

If you knowingly receive your order or more than one copy of your order, falsify information on this form, or in any other way attempt to defraud of goods or money. You should understand that you will be in breach of the lost parcel agreement and be prosecutable under the Sale and supply of goods act 1994. You agree to be held liable for legal fees and a fine of up to £1000 and understand I will be banned from placing any future purchases with Please be aware you cannot submit a lost parcel claim form 6 months after the original date of dispatch.


If your order was shipped using Royal Mail, follow these simple steps to report a missing item:
  • Complete this form: Click Here
  • Login to your account, and go to 'My Account'
  • Go to the 'Help Desk, and select 'New ticket" from the drop-down menu select "Item not received." please give the order number and attach the above form (after signing) to the ticket, make sure that 10 Working days have elapsed from the day the order was dispatched before making the claim.
  • Your choices are:
    • 'I want a replacement to be sent out' - if you want us to send out another copy of the missing item. You will not be charged for this, even if the item has changed in price since you placed your order.
    • 'I want a credit to my ShopTo account' - if you would prefer us to refund the original value of your order as credit which you can spend right away on items from ShopTo.
    • 'I want a refund to my original payment method' - if you want us to refund the original value of your order to the payment method you used to place the order. If we cannot refund to the card or PayPal account you used, we will refund the amount to your ShopTo account as store credit.
  • Then click "Send new ticket".
  • Our team we reply to your ticket in 24 to 48 WORKING hours.