Where Is My Order?
If your order didn't arrive when you expected, here are some tips to help you receive it as soon as possible.
Tracking your order
Your unique tracking number will be emailed to you when we dispatch your order. You can normally use this number to track your parcel from around 8pm on the day of dispatch.
To track your order please visit royalmail.com or dpd.co.uk and enter your tracking number.
If you have trouble understanding the messages recorded on the Royal Mail website please visit their 'What does my tracking message mean?' page for a list of codes and their meanings.
Please be aware that sinfulthrills.co.uk cannot be held responsible for orders delayed by incorrect or incomplete address information supplied during the checkout process.
Check with your neighbours
If you were out when delivery was attempted, Royal Mail may have left the parcel with your neighbour.
Your parcel may have been returned to the delivery office
If the parcel was not left with a neighbour it may have been taken back to the delivery office. Both Royal Mail and DPD will leave a calling card telling you they have done this.
Please contact your local delivery office to either arrange a re-delivery or to pick the item up. If they did not leave a card, please take some ID such as a credit card or driving license with you as they will need this before they can let you have the parcel.
Click here to find your nearest Royal Mail Delivery Office
Click here to find your nearest DPD depot
Did you request a specific delivery date?
When you placed your order you may have chosen a date in the future for your order to be delivered. If you would like your order sooner, please let us know when you would like it delivered and we can then arrange for it to be sent.
What happens if something goes wrong with a parcel?
We have a dedicated team looking after your interests and if their are any issues with your parcel we will work to over come the problem and obtain a delivery for you.
If your parcel is lost on route we will endeavor to obtain compensation for you.
We will liaise with the particular depot on your behalf and resolve any problems swiftly and keep you updated at all times.
Lost Parcels
We do not replace lost parcels free of charge. All parcels are dispatched insured and our team will look after the claim procedure on your behalf and all compensation once obtained will be passed onto you. So you will never be out of pocket but in the mean time if you wish to have a replacement order sent this must be sent at your cost.
A claim usually takes about 4 weeks to complete.
Royal Mail UK
Royal Mail do not class a parcel as lost until it has been untraceable in their network for 14 working days.
Use the tracking number in the order history to track a parcel here:- http://www.royalmail.com/portal/rm/track
If the parcel has been longer than 4 days we advise you to check at your local Royal Mail depot to see if the parcel has been attempted to be delivered.
85% of queries we deal with regarding mail not turning up is because the local postal worker hasn't done their job properly and left a calling card to say they attempted delivery and the parcel is sitting at the depot waiting for collection.
Before contacting us:
- Contact the depot to check if anything is waiting.
- Please wait 14 working days as Royal Mail will not entertain any calls for tracking before this time.
Royal Mail Procedure:
- We complete a claim form and include proof of posting and copies of commercial invoices to prove the cost of the goods.
- Royal Mail processes the claim and contacts you to confirm the goods never arrived.
- The claim is accepted once Royal Mail receives your confirmation.
- We receive a cheque and you are refunded the order value in full.
If you do not onfirm the parcel is missing, no payout is received from Royal Mail so in turn you will not receive any compensation.
Royal Mail International
We use Royal Mail International Recorded Delivery service.
Royal Mail do not class a parcel as lost until it has been untraceable in their network for:
- Europe: 20 Working days.
- World: 25 Working Days
If after this time the order hasn't arrived we will initiate a tracking claim with Royal Mail. Royal Mail will contact the particular countries postal service to achieve a status of your order. We know this isn't particularly helpful and can take a little time to achieve but we have to adhere to the terms of the service and it is the same as what you would have to go through if you were dealing directly with Royal Mail.
Use the tracking number in the order history to track a parcel here - http://www.royalmail.com/portal/rm/track
Before contacting us:
- Please wait until the appropriate time has passed as Royal Mail will not entertain any calls for tracking before this time.