Delivery Information
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Delivery Information

Latest Update: 

Friday 11 September 2020


AUSTRALIA
There are no delays to letters and parcels being despatched to Australia from the UK. During April and early May, we had less regular access to Australia, but this has now stabilised and we have regular freight flights via en-route transit points. This means mail takes a little longer than usual, but is a reliable shipment route.

Mail to Australia is currently only entering via Sydney, as opposed to multiple gateways normally used to get items closer to their final destination. A huge reduction in airline capacity means this is not possible at the moment. Also, mail volumes into Australia, like many countries, is significantly higher than usual.

As a result, there are considerable delays in items passing through the Sydney gateway and into Australia Post's domestic network, as well as extended delivery times once in country. For more information, please visit the Australia Post Opens in new window website.

NEW ZEALAND

There are no delays to letters and parcels leaving the UK for New Zealand. Throughout April and early May we experienced difficulties in accessing consistent air capacity to New Zealand. We now have regular flights via Los Angeles. However, this takes longer than usual, but is a reliable route.

We understand a backlog of traffic was held at Auckland Airport in recent weeks and also in Auckland’s processing centre. Therefore, some customers may experience considerable delays because of the increase in ecommerce volumes coming from the USA, UK and Australia.

This, along with the impact of social distancing being experienced by all logistics companies, may mean customers experience items being delivered out of sequence, so not all traffic is being processed and delivered in date order. This affects all mail, not just that from Royal Mail (UK).

Accordingly, delivery times in April and early May were lengthy, but in May as a whole we saw 50% of Tracked items being delivered in 15 days and a steady reduction in items awaiting clearance into the NZ Post domestic operation. This is a continuously improving situation and NZ Post are stating that once handed to their domestic network, they will deliver items in 5 days. For further updates, please visit the NZ Post Opens in new window website.

GERMANY

Germany has put special measures in place from Monday 16 March, to limit the spread of Coronavirus. Deutsche Post need to comply with these measures and may have reduced staff numbers so not able to deliver all mail to specifications. Signature on delivery is suspended and delays to mail services can be expected.

UK

Normal deliveries and collections should take place in all parts of the UK today. However, despite our best endeavours, some parts of the country may experience varying levels of delivery disruption, due to Coronavirus-related absences and necessary social distancing measures. Such as, reducing the number of people together in shared spaces and vehicles. We're sorry for any inconvenience. We're working hard to keep any delays to a minimum, while keeping our people and customers safe.


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UK DELIVERY
Your order will normally be sent by Royal Mail 48 who aim to deliver within 3-10 days from dispatch. (Please consider a few days processing and creating your order.) They target over 93% of items within 3-5 working days, but sometimes it can take up to 9-10 days.

If you require your order by a specific date, you may choose to upgrade your delivery at checkout and can choose from: 
- Express next day (please order by 1pm Monday-Thursday for delivery the following business day)

Please note that Royal Mail standard postage can only confirm an item as lost after 15 working days so we will be unable to assist with late delivery concerns until after this period.

INTERNATIONAL DELIVERY
For orders outside the UK our standard shipping is airmail. Please note that this is not a tracked service and can take up to 14 working days to arrive. In some cases it can take up to 20 working days for certain areas, unfortunately we don’t have control over how long customs takes to release the items, and local postal services to deliver, and we request our customers to allow the maximum time for their item to be delivered.
We recommend upgrading to a tracked service if your order is worth more than $50.

You can upgrade to Royal Mail Tracked/Signed post and your order will arrive 3-5 working days to Europe or 4-9 working days to the rest of the world.

Please note we send out emails once orders are received and once shipped. 

Non-receipt of this email mostly it comes down to the fact it’s being marked spam. 

Not receiving the email doesn’t mean your order hasn’t been shipped. 

You can also check the status of your order on your account. 


LATE DELIVERIES
Please note that on occasion parcels can take up to 2 weeks to pass through customs, please be patient when awaiting your delivery. 

In the unlikely event that your parcel goes missing we will unfortunately only be able to resend or refund your order once 30 days has passed as our shipping partners cannot investigate lost claims until this duration has passed.

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