Is your order lost?
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 dispatched..
Is your order at your local sorting office?
It's possible the postal service may be holding your order, especially if it was sent via Signed For Delivery and they've been unable to obtain a signature for your parcel. 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, 30 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, as they advise that there is still time for your order to arrive up to these timeframes.
Please note that items must be reported as missing within 40 days of being dispatched to you as we are unable to take any action on your behalf after this time.