Delivery Delays, Lost, or Misrouted Orders
Delivery Delays, Lost, or Misrouted Orders
At Wiggys Collectables, we strive to ensure that all orders are processed and delivered in a timely and secure manner. This policy outlines our responsibilities, customer obligations, and the procedures for handling delayed, lost, or misrouted orders.
1. Order Processing & Shipping
Orders are processed within 1-2 business days (unless otherwise specified at checkout).
Delivery estimates provided at checkout are approximate and based on courier guidelines.
All orders are shipped using Royal Mail with tracking provided for applicable services.
2. Delivery Delays, Lost, or Misrouted Orders
We understand that delays and issues with delivery can be frustrating. The following outlines our process for handling such situations:
2.1 Delivery Delays
Estimated delivery times are not guaranteed and may vary due to courier delays, customs processing (for international orders), weather conditions, or other unforeseen circumstances.
If your order is significantly delayed, please contact us at wiggyscollectables@gmail.com, and we will assist in tracking the parcel.
We are not liable for indirect losses (e.g., missed events, loss of earnings, or additional expenses) caused by delayed deliveries.
2.2 Lost or Misrouted Orders
If your order has not arrived within the expected timeframe, we ask customers to allow the following waiting periods before a parcel is declared lost:
UK Orders: 10 working days after dispatch.
If the parcel is confirmed lost, we will:
Resend the item (if stock is available), or
Issue a full refund (if the item is unavailable or the customer prefers a refund).
If the courier confirms a parcel has been delivered but the customer has not received it, we recommend checking with neighbors or the local delivery office before contacting us.
2.3 Incorrect Address & Customer Errors
Customers are responsible for ensuring their shipping address is accurate before placing an order.
If an incorrect or incomplete address is provided, and the parcel is misrouted, delayed, or returned to us:
We cannot be held liable for the lost parcel.
If the parcel is returned to us, the customer must pay additional shipping costs for redelivery.
No refunds will be issued for parcels lost due to incorrect address details provided by the customer.
2.4 Courier & Third-Party Liability
Once an order is dispatched, the courier is responsible for the safe delivery of your parcel.
We will assist in resolving courier-related issues but are not responsible for delays, theft, or loss caused by the courier.
If you wish to claim compensation from the courier for a lost parcel, we will provide all relevant tracking and shipping details, but the outcome of the claim is subject to the courier’s policies.
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3. Refund & Replacement Policy for Lost or Delayed Orders
If your order qualifies as lost or significantly delayed based on the timeframes above, you are entitled to:
✅ A full refund, or
✅ A replacement item (subject to stock availability).
Refunds and replacements will not be issued if:
The tracking information confirms delivery to the correct address.
The customer provided an incorrect shipping address.
The customer refused or failed to collect the parcel from their local delivery office.
For all refund and replacement requests, please contact us at wiggyscollectables@gmail.com with your order number and tracking details.
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Frequently Asked Questions (FAQs)
Q1: What should I do if my order is delayed?
If your order has not arrived within the estimated timeframe, please check:
1. Your tracking information (if applicable).
2. With neighbors or local delivery offices (sometimes couriers leave parcels in safe locations).
3. If the courier has left a missed delivery card.
If you still haven't received your order after the waiting period mentioned above, contact us, and we will investigate the issue.
Q2: Can I get a refund if my order is delayed?
We do not issue refunds for delays unless the parcel is declared lost or is significantly delayed beyond the courier’s expected timeframe.
Q3: What happens if my order is lost in transit?
If your order is confirmed lost after the waiting period, we will either resend the item (if available) or issue a full refund.
Q4: My tracking says "Delivered," but I haven’t received my parcel. What should I do?
If tracking shows the parcel as delivered, we recommend:
Checking with neighbors or household members.
Checking with your local delivery office or courier service.
Contacting us for further assistance.
We are not liable for lost parcels marked as delivered by the courier.
Q5: I entered the wrong shipping address—what can I do?
If the order has not yet been dispatched, contact us immediately to update the address.
If the order has already been dispatched, we are not responsible for lost or misrouted parcels due to incorrect address details. If the parcel is returned to us, we can arrange redelivery (additional shipping charges may apply).
Q6: Do you offer compensation for late deliveries?
No. We are not responsible for indirect losses or supplementary costs (e.g., missing an event, additional travel expenses, etc.) due to a delayed or lost order.
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Contact Us
For any shipping or delivery inquiries, please contact us at:
✉ Email: wiggyscollectables@gmail.com
📍 Address: 52, Lone Barn Road, Norwich, NR7 8HY, United Kingdom
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Final Notes
By placing an order with Wiggys Collectables, you acknowledge and agree to the terms outlined in this Shipping & Delivery Policy. If you have any concerns regarding delivery options, we recommend selecting a tracked or insured shipping service where available.
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