📦 HOW IS A CLAIM FOR A MISSING PARCEL HANDLED?Updated 3 months ago
At Face the Future, we do everything we can to ensure your order arrives safely and on time.
In the rare event that your parcel is delayed or goes missing with Royal Mail, please note the following terms relating to the claims and resolution process:
1. Investigation Timeframe
We cannot raise claims with Royal Mail for missing or undelivered parcels until 7 working days after the last tracking update. If your parcel is missing or undelivered, we will submit a formal claim to Royal Mail on your behalf after the 7 working day period. Royal Mail’s standard investigation timeframe means that we may need to allow 28–35 working days from the date the claim is submitted. In some cases we are unable to expedite this process and must await their outcome before proceeding with replacements or refunds
2. Ongoing Communication
We appreciate that delivery issues can be frustrating and disruptive. We’re here to support you every step of the way and throughout the investigation, we’ll keep you fully informed of any significant updates or changes. However, please note that we are reliant on Royal Mail’s internal processes and timeframes for resolution.
3. Your Rights
We will not accept liability for lost orders if your parcel is left in a safe place, with a neighbour or delivered to a forwarding agency address. Face the Future is not liable for any lost, damaged, or stolen package claims of orders addressed to a parcel forwarding company. Face the Future is under no obligation to offer replacements or refunds for orders or items that are reported missing. This process does not affect your rights under the Consumer Rights Act 2015 or other relevant consumer protection laws. Our team is committed to resolving delivery issues fairly, transparently, and in accordance with your legal entitlements.
Thank you for your patience and understanding while we work with Royal Mail to resolve any delivery issues quickly, thoroughly and in accordance with the frameworks we’re required to follow.