FAQ Group: 4. Shipping

For courier services, we have a dedicated team to track all deliveries to make sure that every delivery gets to its destination on time so we should know if there is an issue before you do and initiate investigations with the courier partner to solve the issue (for example – customs issues, incorrect/insufficient address, recipient cannot be reached, etc). However, if you have any concerns, please contact us and we will update you on the status and actions being taken to solve the issue. For Tracked Postal services from Royal Mail, there is limited ability to intervene in the postal process, especially once it reaches the destination country and is handed over to the local postal service. It is therefore very important that you provide a correct phone number and email address for the recipient to facilitate communications with them should issues arise.

Local postal workers will not call before delivery where postal options are used. For courier services, our courier partner may work with a consignee partner in the destination country. You are asked to provide a telephone contact number for the recipient when you place the order should the delivering courier need to contact the recipient regarding delivery.  Some of these partners may call or text the recipient before they deliver but this varies across destinations. Therefore, we highly recommend recipients track the parcel and make arrangements for the due delivery date or contact the courier to reschedule dates as necessary.

We encourage you to select a delivery address that will have someone available to sign for your parcel.  We also encourage recipients to regularly check any tracking details and plan for the delivery date accordingly.

That being said, we know that a delivery always occurs when you just happen to nip out for 5 minutes!  In this case, the postal worker or courier will attempt to deliver to an immediate neighbour or alternatively leave you a calling card with the details of next steps for re-delivery or collection. This will be country specific and specific to your local delivery courier.

If your gift box contains breakages and damaged products when it arrives on a courier service, please contact us within 48 hours to file a claim. See section 8 of the Terms of Sale, our policy on damaged or defective products. If it arrives damaged on a postal service, unfortunately it is not insured and no compensation is available.

If the recipient has not received the parcel, please be sure to check the tracking number if a tracked service was used. If the tracking status says that it has been delivered, we suggest first asking the recipient to check with their neighbours, or someone who might have a similar address in case it might have been delivered there by mistake. If they still cannot locate the parcel, contact us as soon as possible. However, if the tracking number says it has not been delivered, please note that delays can happen for many reasons, including customs delays and bad weather. If you require further assistance, please don’t hesitate to contact us.