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LOST / MISDELIVERED PARCELS
Parcel appears lost
Check tracking first. • If clearly lost or the courier investigation is taking too long and the customer needs the products urgently, we have generally: • Apologised. • Sent a replacement. • Continued the courier investigation internally.
Parcel delivered to the wrong place
Check: • Delivery photograph • Proof of delivery • GPS where available • Address on Shopify • Courier information • If the courier has clearly misdelivered the parcel, arrange the appropriate replacement and raise the courier claim internally.
Original arrives after replacement
If the original parcel turns up after a replacement has already been sent, ask the customer to refuse the replacement delivery where possible, so it returns to the warehouse. • If they receive both, arrange return instructions.