What to do if a parcel does not arrive...

First...

We would like to provide the following information to you, should your order not arrive to your delivery address in your order.

1 - Please log into your account with us and check that your order is actually marked as 'Complete'. This indicates that your order has been shipped and mailed to you. You should also receive an email when your order has been shipped. This will detail the delivery method and items shipped to you. Check your SPAM / Junk email folders, just in case our email has ended up in there!

2 - If you can then check, that no one at your delivery address has signed for or received this parcel for you, on your behalf.

3 - Please also check with any neighbours or for delivery cards left by the Royal Mail or Courier Company, advising you to re-collect the item from your local delivery office. If you were not in at the time of delivery, they will leave a calling card for you.

Royal Mail Missing Items

We will have to put an investigation and claim into the Royal Mail, but they advise us that we have to wait up to 15 days (Mon-Sat) from when the parcel was was posted to you, before they will class a parcel as officially 'missing'. However, we appreciate you ordered this item and do not expect to wait for up to 15 days, before we can send a further item(s) to you.

Options:

1 - If the item ordered is not urgent and you are able to wait for the remainder of the 15 day period, we will of course mail you another item(s) after this date at no extra cost to you. We will then put a claim in to the Royal Mail for the missing delivery ourselves.
2 - If you urgently require the item, then we can mail you the item(s) again. However, if the Royal Mail advise us that they have successfully delivered the original and new order to you, we will re-charge you for this order also. If you do not require 2 orders, then simply refuse the delivery of the missing item when it arrives and ask the postman to return it to sender. Or mail the item(s) back to us. Please ensure you send one of the orders back via a Recorded Delivery method to us.
3 - Missing parcel, but you want to cancel the order? We cannot cancel this order until we either; receive the item back from the Royal Mail or the Royal Mail confirm to us that it has not been received at your address above. After this has been confirmed, we will of course be able to provide a refund for you.

Missing items sent via Courier

We will ask the courier company to investigate the missing item. It may have been routed to the wrong delivery depot in error or a driver may have been unable to locate your address. You may contact the delivery company directly (FedEx) and quote your parcel number that was emailed to you when your order was shipped. If you cannot find this number, then please contact us and we can forward this to you also. If you want to contact your local FedEx depot, then a depot finder can be found www.fedex.com/gb/dropoff/.

If FedEx are sure a delivery attempt was made, but you have not received it, a security office from the delivery company may call at your address or the delivery driver, may call back also, if they are not able to locate the missing item. This is something they will need do to actually confirm that a parcel is officially missing.

Once FedEx have confirmed a parcel is missing, we will of course be able to re-issue another order to you and we ourselves will put a claim in with FedEx for the missing delivery.

About Our Delivery Companies

We use both FedEx Express and the Royal Mail to deliver items from us here at Cables & Leads in the UK. Depending on your UK location, we will always endeavor to use the most efficient delivery company for you.

We must point out that items very, very rarely go missing when sent via Royal Mail or FedEx. We put our trust in our delivery companies and employ them to mail items safely to you. But when an order does go missing, it is very frustrating for everyone. We want to make sure that you still receive the goods you ordered from us as soon as possible, but we do have to adhere to the rules of the delivery companies used, when claiming for missing items.

Thank you once again for patience while we resolve this matter and we look forward to hearing from you. Please let us know what option 1, 2 or 3 you would like us to proceed with. Contact us online now.