Search Help:

About Undeliverable Parcels

Occasionally parcels are returned to us as undeliverable. As we can’t re-dispatch orders that have been returned to us, when a carrier returns a parcel as undeliverable we’ll issue you a full refund, including the delivery costs.

If you'd still like to purchase the items in the parcel you'll need to place a new order.

A parcel might be returned as undeliverable for several reasons:

  • Incorrect address. If the address is incorrect or outdated the parcel will typically be returned to us by the carrier or the unintended recipient. Please double-check the address carefully when placing your order.
  • Incorrect address format. If our system doesn't recognise the way an address was entered the parcel may be assigned to a carrier that can't deliver to that address.
  • Failed delivery attempts. Most of our carriers will make more than one attempt to deliver a parcel. If they find that they can't successfully deliver your parcel it'll be returned to us.
  • Refused by recipient. A gift recipient who isn't expecting a gift may refuse a parcel if they believe it's being delivered to them by mistake. In this case we'll refund the gift purchaser and let them know by e-mail. If you want to place a new order for the gift, you may want to let the recipient know that a surprise is on the way.
  • Illegible address. In rare cases address labels may become illegible in transit. If that happens a carrier will return the parcel to us.
  • Damaged in transit. If a parcel is damaged while it's on its way to you the carrier may return it without attempting delivery.

When a postal carrier returns an undeliverable package to us, we issue a full refund (including delivery charges).