When the Royal Mail returns an undeliverable package to us, we will contact you to let you know that your parcel has been returned to us and hold onto the item for three weeks to allow time for the reason for non deliverability to be addressed (see below). If we have not heard from you during this time and have been unable to resolve the delivery problem we will issue a full refund (including any delivery charges).

Why Was My Package Undeliverable?

The Royal Mail may consider a package undeliverable for one of the following reasons:

  • Incorrect Address. If the address is incorrect or outdated, the package is typically returned to us by the Royal Mail or the unintended recipient.
To remove an outdated or incorrect address from your account, log into `Your Account` and click the `Edit Delivery Address` button.
  • Failed Delivery Attempts. Packages that contain more than 120 GBP of items will always require a signature as we use Recorded Delivery for your security. If a signature cannot be obtained the parcel will be returned to your local post office for collection and the postman should leave a slip saying that this has happened.

In rare cases, it is also possible that the address label became illegible during the delivery process.