Lost Items

While the vast majority of orders arrive the following working day it's an unfortunate fact that occasionally parcels can be held up or lost in the post, which we have no control over. If your order has not yet arrived we ask that you please check the following before contacting us:

Has the order been dispatched?

Please check the orders section of your Total Cards account. If the status is COMPLETED this means your order has been handed over to Royal Mail.

Is your order at your local sorting office?

It's possible the postal service may be holding your package, especially if dispatched via Recorded/Signed For Delivery and they've been unable to deliver your order. Please contact your local postal sorting office to see if they have your order.

How long ago was the item sent?

We are regulated by Royal Mail's terms & conditions and they require a waiting time from dispatch of 15 WORKING DAYS for the UK, 28 WORKING DAYS for the EU and 40 WORKING DAYS for the rest of the world before you can make a lost parcel claim. We understand the frustration that a delayed or lost item can cause but unfortunately we cannot take any action until this time has passed.

By reporting a lost parcel you agree that, If you knowingly received/receive your order or more than one delivery of your order, falsify information on your request, or in any other way attempt to defraud TotalCards.net of goods or money. You should understand that you will be in breach of the lost parcel agreement and be prosecutable under the Sale and supply of goods act 1994. You agree to be held liable for legal fees and a fine of up to £1000 and understand I will be banned from placing any future purchases with TotalCards.net. Please be aware you cannot submit a lost parcel claim form 6 months after the original date of dispatch.