I have a order delivery issue?

 Orders simply not arriving:

•  Where a customer reports that an order has not arrived, you should first check the order tracking information to ensure the order has definitely been shipped and to see where it is within the carriers network.
• Where it appears the order should have been shipped, or where it seems the order may have been held up within the carrier's network, you should raise an Order Delivery Issue ticket.

Orders arriving with incorrect items or damaged items:

•  Where a customer receives an order containing damaged items, or where some of their items are missing, or an incorrect item has been received, you should raise an Order Delivery Issue ticket.

When an item has been damaged in transit we will need to raise a claim directly with the carrier.

In the unlikely event that your order arrives damaged we will do everything we can to ensure this is resolved as quickly and as efficiently as possible.

To do this you will need to raise a support ticket which will be passed on the the carrier. 
To help support the investigation further we do require the below information within the ticket.

• A photo of the damaged item/s and
• Cost of sales invoice
• Detailed information you can provide to support the claim i.e. if you know which SKU code is missing, please include this. 
• Where an incorrect item has been received, please ask for the barcode on the received item as this may help us to track down how such an error has occurred. 

If an order has not turned up, we can begin investigations without a Cost of Sale or 'COS' Invoice. However, should the investigation determine the order should have arrived, then a COS invoice will be required before we can request a carrier claim. 

Where an order has simply not turned up and where consignment tracking suggests it should have been received, we would normally ask the customer to check with neighbours or locations in which the carrier may have left the item, before instigating a carrier claim. Please ensure this is done and confirm in the detailed description as the carriers would require this confirmation. 

With regards to an item where the carrier shows completed delivery – but – the consumer denies receipt –  we or the carrier may require a formal denial of receipt form.

The above information will enable us to process your ticket more quickly and ensure that it is dealt with as soon as possible and help put it right for you.

Please let us know if you would like a refund or a replacement within the ticket.

We normally have a limit of 14 days from parcel despatch from fulfilmentcrowd to raise a claim with the carrier.