What to do when you think goods are not arriving in time:
Important: Our online business is based upon electronic communication by email, it is not always possible to contact you by phone. If you cannot provide an email address or submit an incorrect email address and haven't read/received our email messages, we cannot be held responsible for any delays in the dispatch of your order.
Toypost aims to have goods shipped to you within 48 hours (2 working days)*, which excludes weekends and bank holidays. Most parcels are dispatched the same day if we receive your order before 13:30 hrs (1pm).
* In busy periods, especially in December (Christmas), dispatch may take up to 5 working days.
Did you read/receive our emails?
You've placed your order and received automated confirmation that we received your order.
Next step is that we (manually) process your payment, unless you've paid by Paypal or by cheque.
If for some reason your payment declines (eg wrong credit card data being submitted by you), email messages will be sent to you.
If you do not react within a certain amount of time to these messages we unfortunately have to cancel your order.
If all goes well you have received our 'Order Dispatched' email. If you have not received your goods within 10 working days (appr. 14 week-days) after receiving our 'Order Dispatched' email then please do the following, if you can, before contacting us (this advise is based upon over 10 years of mail order experience):
Enquire at your local Royal Mail sorting office in case your parcel has been returned by the Postman as 'undelivered'.
Check with neighbours, flatmates, the shop next door etc etc.
And - believe it or not - check your wheelie bin or something similar, where the Postman might have left your parcel.
When we receive an email or phonecall from customers, worried about a missing parcel, most of the times it turns out that the goods are at a local PO or left somewhere else. The Postman should leave you a card when goods cannot be handed over, but these cards may go missing or the Postman simply cannot be bothered, because of the amount of parcels he has to deliver or because of weather conditions.
Items returned to the Post Office will be sent back to us (currently via Belfast) if they are not collected within orking 14 days.
Only after it is clear that your Parcel hasn't arrived within 14 working days, can we claim for a missing parcel with Royal Mail and we will send out a replacement asap.
Be aware that goods might be out of stock and that replacement will take some time (especially around Christmas).
The main reasons why goods arrive late or go missing are:
. Undelivered items returned to Post Office
. Incorrect Address or Postcode submitted (check our receipt, sent to you by email)
. Delivered at neighbours, flatmates, put in the Wheeliebin etc.
. Damaged in transit and held by PO
. Strike Actions
. and unfortunately...theft!
General Note:
Goods weighing over 2 Kilograms or larger than 60cm/2feet are usually dispatched by a Courier service and can be tracked.
But lighter or smaller parcels, sent by 2nd and 1st Class Royal Mail cannot be tracked, this also applies to parcels sent abroad by Royal Mail-Airmail services. It is possible however to 'Track and Trace' Special Delivery (next day) and Signed Delivery on the website of Royal Mail
Important:
Our online business is based upon electronic communication by email.
It is not always possible to contact you by phone, especially not in busy times, eg Christmas.
Please try to read your incoming email messages, there may be an important one from us concerning dispatch details of your order.
Also make sure our (automated) messages are not being blocked by a Spam Filter.
We cannot be held responsible for any delay in processing and dispatching of your order, or providing any possible extra service to your order, when important emails cannot reach you. |
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