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I have a delivery that hasn't turned up on time?

Should you become aware of a delivery issue e.g. late delivery, you should report it to us by raising an Order Delivery Issues ticket.

My delivery didn’t turn up as scheduled

We are sorry to hear that your delivery didn't go ahead as planned.

The ETA is as a guide only, we are working hard to ensure all orders arrive when expected, however from time-to-time delays will occur.

Please wait 24 hrs after the expected delivery date before raising a ticket.

Generally, the courier will re-attempt any failed deliveries on the next working day.

 

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 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.

Once the above has been completed, 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. 

 

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.

  • You can access the Denial of Receipt form in English here.
  • You can access the Denial of Receipt form in German here.

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.

 

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

 

Please note, where we need to investigate directly with the carrier, the complete by date on the ticket may take longer however we will keep you updated throughout the process.