Lost parcels are rare - only 3 items in over 27,000 transactions have ever gone missing.
For the UK, we send everything tracked via the Royal Mail - so it's easy to find the answer when something does not go to plan.
International Customers (outside of the UK) . . . who have opted for UNTRACKED Airmail postage, please note that once despatched by us, you are totally liable should the item go missing.
If your order becomes lost (after waiting 30 days) we will remake the items free of charge, but you must pay for TRACKED POSTAGE to avoid any further loss and disappointment.
On all signed-for services we accept full responsibility for the package getting to you - if your package becomes lost in the post - we will replace it and resend it without extra charge, except in the cases of a failed delivery attempt or an uncollected delivery or an incorrect delivery address given to us by the customer.
PLEASE REMEMBER - we are totally responsible for getting your product to you as soon as possible BUT we are not the postal service and sometimes things go wrong. If this should happen, we will do everything we can to put it right. In over 27,000 separate transactions, only 3 items have ever gone missing and we replaced them to the complete satisfaction of our customers.
We do not send out SHIPPED emails, nor do we send out TRACKING information, due to the amount of administration this involves - we are busy making and sending out KAPZ on time.