A lost parcel investigation takes 10 working days to complete. Unfortunately, due to carrier restrictions, we cannot update you on the progress of the investigation during this period.
We appreciate it’s frustrating to have to wait, but it takes the carrier time to properly investigate lost items and most of the time the goods are located eventually, so please be patient whilst the investigation takes place.
If it has been longer than 10 working days since you heard from us then please contact us.
What happens if my parcel is not found?
Once the investigation is complete, if your parcel is declared lost, you will need to make a claim, after which point it takes a further 10 working days for your claim to be processed.