WHEN THINGS GO WRONG
It is extremely rare that parcels go missing and there are a number of reasons why you may not have received your package within the estimated timescales. Once your package leaves the Sew Curvy Studio, it is in the hands of the postal service and you will receive automated tracking information - if you do not receive this, please get in touch.
Parcels outside of the UK still go by Airmail and are tracked only if you select that option at checkout. In all cases, please take the following steps to chase up your parcel.
1) In the UK, if a package does not fit through your letter box it may have been returned to your local sorting office or post office. Post delivery people do not always leave a note to this effect. Alternatively, the package may have been left with a neighbour or in a safe place around your property (in the porch/behind the back gate etc.,). Please check these areas and also the area inside where your letter box is - sometimes packages can get hidden by other things like door curtains (this has happened to me in the past). Again, the delivery person does not always leave a note to say that the package has been left in a safe place or with a neighbour.
If your post is delivered to a communal post box - as in a block of flats, please check that your package has not been collected in error by another resident. If this is not possible and your tracking tells you that the parcel has been delivered, please get in touch with your local sorting office who will be able to ask your postman where he delivered the package to or where he left it.
2) At busy times for the postal service, such as Christmas, New Year, and Easter, post is slower than usual because of high volumes going through the system. Over bank holidays post is slower. You therefore may experience a longer than usual delivery time over these periods. (Students! this also applies when you are all ordering all the things at the same time)
3) Mail going to North America, can be held up for inordinately long times by the US Customs Service - delays of up to a month can occur but are not common. Please be patient.
4) If delivery was attempted but the carrier did not leave a card, the parcel will likely be at a local parcel shop. You will need your tracking information. If your parcel is not collected within two weeks it will be returned to Sew Curvy and return postal charges (back to you) will be incurred. It is the customers responsiblity to chase this up locally. Undelivered parcels in waiting are not considered to be 'lost'.
In all cases, I would recommend you check with your local post office/sorting office in the first instance.
The Royal Mail does not consider mail to be lost or missing until 28 working days have passed. Please check all the above options which apply to you, and keep in touch. I will do all I can to help you but I am unable to re-send items before the Royal Mail has deemed them lost.
If your package was not tracked, and still hasn't turned up after the 28 day delivery window allowed by Royal Mail, please get in touch within 7 days and we will refund or replace your package*
BUT WHAT IF MY PARCEL WAS URGENT?
If your parcel is urgent and is not received within 7 days after the posting date, we ask you to re-purchase the goods and pay for tracked postage. If the original package turns up before 28 days is over, you can send it back to us for a full refund and we will also refund your return postage. If the parcel does not turn up after the 28 days, we will refund your original purchase or send replacements.