Parcels that never arrive
If tracking shows no movement for ten working days past the delivery window, we treat the parcel as lost and put it right.
Our promise to you
The Arrival Promise.
Every single order is covered. If your parcel is lost, stuck or simply never turns up, we reship it free or refund you in full. You choose which — and you never have to argue for it.
What the promise covers
Applied automatically to every order, at no extra cost.
Damaged in transit
Arrived crushed, opened or leaking? Send us a photo and we replace it. You keep the damaged item — no return needed.
Wrong item shipped
If we picked the wrong dose, pack size or product, the correct one goes out immediately at our cost.
Held or returned in transit
Parcels seized, refused or sent back through no fault of yours are covered by the same reship-or-refund choice.
How to claim
Four steps, one form, no phone queue.
- Check the window has passed Wait until ten working days after the end of your estimated delivery window. Tracking often pauses mid-journey and then catches up on its own.
- Send us your order number Message us through the contact page with your order number and, for damage claims, a photo of the item and its packaging.
- We open a carrier enquiry We chase the carrier ourselves and keep you updated. You do not need to contact them or fill in their forms.
- Choose reship or refund Once the claim is confirmed, tell us which you would prefer. Reshipments go out the same or next working day; refunds are issued within three working days.
The small print
Short, and written in plain English.
- Claims must be raised within 60 days of the order date.
- The promise covers delivery failures, not a change of mind — for that, see our 30-day returns policy.
- It does not apply where an incorrect or incomplete address was supplied at checkout, though we will always try to help.
- It does not apply where a parcel is marked delivered and signed for at your address.
- One reshipment per order; if the reshipment also fails, we refund in full.
Order with nothing to lose.
Every parcel is tracked, and every parcel is covered.