How can I claim a refund for late delivery?

Important Notice

Due to the Coronavirus (COVID-19) situation, we've suspended service guarantee for delivery speed delays across the following regions:

  • Europe from 16 March 2020
  • The UK from 18 March 2020
  • Rest of the World from 18 March 2020

We will continue offering our services, receiving and delivering parcels for our customers but there may be disruptions to some services under current conditions.

Before sending parcels within the UK and internationally please check which services are affected by the impact of COVID-19.

If your parcel arrives late you may claim a refund of the consignment charges paid for the service selected as set out below.Where appropriate, A and B shall have the following meanings:

A. Percentage refund of the Consignment Charges paid if delivered on the appropriate day but not in accordance with the Service.

B. Percentage refund of the Consignment Charges paid if delivered after the appropriate day.

Services A B
 Next Day by 12pm Delivery                100%   100%  
 Next Day Delivery              n/a 50%
 Two Day Delivery            n/a 25%
 Two Day Large Delivery              n/a 25%
 International Delivery              n/a 25%


Further information is available on our conditions of carriage.

If you believe you're to claim a refund or would like further advice, please speak to a member of our live chat team by clicking the link below.

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