My order is missing an item - what do I do?

If you suspect there is a product missing from your delivery or you think the order is late, please check your order confirmation email to first make sure all the products ordered were due to arrive in the same delivery, eg. one of the items may be a special order or may be on back order - Your order receipt within the order confirmation email should inform you of any items on back order or that require a longer delivery schedule.

Please be aware that sometimes orders are split into multiple deliveries within 1-2 days of eachother, in most cases you should have been informed of this beforehand, however if you have only received part of your order and are unsure, please feel free to contact us for confirmation. 

Shortages:

If any item that you have ordered does not arrive however it does show on your delivery documents that it has been delivered, this is known as a shortage. All shortages must be reported to us by email or phone within 3 working days of the original delivery. Please ensure that you know your order reference, the product code and quantity ordered (or missing) to enable us to process the shortage. We are unable to process shortages outside of the 3 working day window.

Picking Errors:

If you are missing an item that you have ordered but have received an item that you did not order, this is known as a picking error. In this case you will need to notify us by phone or email within 3 working days of receiving your delivery. Please ensure that you know your order reference, the product code and quantity ordered (or missing) as well as a product code, part number or a description of the item that you have incorrectly received, to enable us to process the picking error. We are unable to process picking errors outside of the 3 working day window.

Free Gifts and Haribo:

More often than not your free gift or Haribo will be sent separately via Royal Mail and may not come with the goods that you have ordered. Please allow up to 5 days for them to arrive, however if they are still missing please contact us and we will look into where they have got to.