I think my order has been stolenUpdated 5 days ago
Whilst extremely rare, it can occur. If you believe your order has been stolen, either by a courier or from your doorstep / safeplace you MUST follow this procedure and we will do all in our power to replace / reimburse you;
- Check the tracking details for information like pictures or maps to locate the package.
- Inspect outbuildings (sheds, porches, garages) and safe places.
- Ask your neighbours.
If all of the above fails and you still have reason to believe something has been stolen then you must report it to us and include the following:
- Your Name and Order Number
- Why you believe it to be stolen
- Any proof you may have (ie CCTV)
- A crime number from your local police reporting the item as stolen
- Any other information you feel is relevant
Once we have this information we can investigate with our courier partners and/or the police to gain a resolution. If it is determined that your item was stolen and the courier admits fault (either by theft or negligence) then we can proceed with a claim and reimburse you.
Attempted Fraud / Fraudulent Activity
We pursue legal action against any fraudulent activity, including claims that items are stolen which prove to be false.
To prevent fraud, we use AI fraud monitoring, trained staff to assess claims, and CCTV of all packaged parcels. Suspected fraud will result in blacklisting, legal action, and reporting to Action Fraud.