Articles on: Deliveries & Returns

How can I re-arrange delivery if I missed it?

In the event of a missed delivery, the process for re-arranging depends on the courier assigned to your shipment, as we utilize three different couriers.

For Royal Mail deliveries, in the event of a missed delivery, you have a window of up to two weeks to collect your package from the sorting hub. After this period, the item will be returned to us. Should this occur, please reach out to us via live chat or to request a re-send. Please note that a £5 postage fee will be applicable for orders returned to sender due to failed delivery attempts.

For DPD deliveries, if a delivery is missed, the driver typically leaves a calling card, allowing you to re-arrange the delivery through the app. You can select a suitable date within the week for the redelivery. DPD will make three attempts before returning the item to us. In the event of orders being returned to sender due to three failed attempts, a £20 fee will be incurred for the re-send.

With Xtra Express, missed deliveries will be subject to a re-delivery charge. The specific cost is contingent on your postal address, and our customer care team will contact you to facilitate payment and arrange a suitable redelivery date. The depot will retain the item for 5 working days, after which a storage fee of £10 per day will be applied. In the absence of a response regarding payment or redelivery arrangements, we will initiate the return to sender process, issuing a refund minus the return costs.

Updated on: 15/11/2023

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