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Lost Order Policy
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 parcel network, unfortunately, we have no control over it. If your order has not yet arrived we ask that you please check the following before contacting us:
1. Has the order been dispatched?
1.1. Please check the orders section of your Total Cards account. If the status is COMPLETED this means your order has been dispatched.
1.2. If you completed your purchase as a guest please use this link to view your order status.
2. Attempted Delivery
2.1 Is your order at your local delivery office?
a.) 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.
3. Maximum Expected Time
3.1 How long ago was the item sent?
a.) 15+ Days - UK Only We are regulated by Royal Mail's terms & conditions and they require a waiting time from dispatch of 15 WORKING DAYS for the UK.
b.) 30+ Days - EU Only We are regulated by Royal Mail's terms & conditions and they require a waiting time from dispatch of 30 WORKING DAYS for the EU.
c.) 40+ Days - International Only We are regulated by Royal Mail's terms & conditions and they require a waiting time from dispatch of 40 WORKING DAYS for International.
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.
Your postman may not always leave a card when nobody is at the address to take your parcel, which is to inform you that you missed the delivery as some items are too big for the letterbox or required a signature. Please make sure you check with your neighbours and your local mail delivery office to check that they do not have your parcel, as there is a very likely chance that your delivery was returned to your local Mail sorting office. Please ensure you check with them first before getting in touch to find out where your order is, as we will advise you to speak to them first as we're unable to call on your behalf as you are the named person on the delivery and due to data protection we are not able to discuss your delivery with them unless it is deemed lost after which we can open an investigation and Royal Mail will contact you for more information about your order. A letter will be sent out to you requesting some information to assist them in locating your goods. Only after the previously mentioned time frames above would apply before we can step in and initiate your lost order claim.