Delivery InvestigationsUpdated 23 days ago

If your order hasn't arrived or if something doesn't seem right with your delivery, we'll open an investigation with the carrier straight away. Here's what to expect in terms of timeframes and how the process works.

Timeframes by enquiry type
The time it takes to resolve an investigation depends on the nature of the issue. We always recommend allowing the full timeframe before following up, as investigations can involve multiple parties at the depot and driver level.

• Delayed delivery, 3–5 business days
  • In more complex cases, this can extend to around 1.5 weeks
  • At that point, the case is escalated to the carrier's Account Manager
    
    
• Lost in transit, 5–7 business days(initial outcome)
  • If a claim needs to be formally submitted, the full process can take up to 30 days
  • We'll keep you updated proactively throughout
    
    
• International shipments, up to 30 business days
  • Involves multiple parties, on-forwarders, and timezone differences
  • The same investigation process is managed from our side with the carrier throughout

What happens during an investigation
Once a case is lodged with the carrier, it goes through the following stages:

1. Case registered
   • The claim is lodged with the carrier's support team, assigned a reference number, and placed into a proactive monitoring queue.
2. Depot or driver enquiry
   • The carrier contacts the relevant delivery depot or driver to gather information on the last known scan, any attempted delivery, or delivery exceptions.
3. Investigation outcome
   • The carrier confirms delivery with supporting detail (such as a photo or signature), identifies where in the network the item is, or formally classifies it as delayed or lost.
4. Resolution communicate
   • The outcome - including any proof of delivery or next steps - is shared back to our team, who will update you directly.

Good to know: Our fulfilment team receives exception reports from carriers every 2–4 days and manages all carrier communications directly. This means in many cases we're aware of and acting on issues before they're raised with us.

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