Missing or Delayed Delivery
If you believe your parcel to be missing or delayed, please read the following:
Grounded Wellness aims to dispatch your order as soon as possible, usually within 48 - 72 hours (Monday - Friday, excluding all bank holidays) of receiving your order. During busy periods or holiday periods our dispatch time will be longer and this will be indicated at the checkout. As soon as your item has been dispatched, you will receive a dispatch notification from us via email. Please check your spam or junk mail in case it accidentally lands in there. Your dispatch notification email includes your parcel tracking number and link to track your delivery online.
Our preferred carrier is Royal Mail. Once we dispatch your order and hand it over to Royal Mail, the timing of the delivery is out of our control and the responsibility for delivering your order passes to them. We recommend that you allow 5 - 7 business days for delivery of a standard post parcel within the UK and 2 - 3 business days for delivery of an express post parcel within the UK. The delivery process is usually quick, reliable and hassle-free. However, as with all things, sometimes mistakes can happen and delays can occur.
If you believe your parcel is delayed or missing, the first thing to do is to check the tracking of your delivery. To do this, please visit the Royal Mail online tracking service here and enter the tracking number listed in your dispatch notification email.
The Royal Mail online tracking service will show you exactly when we handed your parcel over to Royal Mail and the journey of your parcel so far. Please double check that the shipping address that you provided to us at the time of your order is accurate. If your tracking shows that the parcel has been delivered, it will usually be accompanied by a photo showing where the Royal Mail post person left it. If you still can not find the parcel, the best course of action is to contact your local Post Office and see if they can find out more information for you.
Making a Claim
If your parcel goes missing, we will of course make a claim on your behalf to find out what happened to the parcel. Please be aware however that, as per Royal Mail's policy, we are unable to make a claim with Royal Mail for a missing or delayed parcel until 20 business days after the expected delivery date of your parcel. We understand that not receiving an item that you have paid for is distressing and frustrating ... it is for us too. We are here to help you and will work on a resolution to the problem but we are bound by Royal Mail timeframes.
Please allow 20 business days after the expected delivery date of your parcel (see delivery timeframes above). If, after 20 days, you have still not received your parcel, please email us with your Grounded Wellness order number and confirmation of your name and delivery address.
Once a claim has been lodged with Royal Mail, it is necessary to wait up to a further 30 business days for a response and outcome on UK deliveries. For international deliveries, a response and outcome could take up to 90 business days as the claim will need to be looked at by both Royal Mail and the local postal service in the destination country. Once an outcome has been declared by Royal Mail, we will then discuss with you next steps regarding your order. We appreciate your patience while we work to resolve any issues.
As per our shipping terms and conditions, we send all international orders via Royal Mail. Royal Mail then hands over responsibility for the delivery of the parcel to the national postal service in the destination country. To track the progress of your international delivery, please visit the Royal Mail online tracking service here and enter the tracking number listed in your dispatch notification email. If your parcel has already been handed over to the postal service in the destination country, there will be a link to continue tracking the progress of the delivery on the postal partner website.
It is difficult for us to give an accurate delivery timeframe on international orders but we recommend allowing at least 2 - 3 weeks for your parcel to reach you, allowing time for international travel and customs handling. Please allow longer than this during the busy November and December period or any advertised postal disruption.
While we do ship internationally, our primary market is the UK and our website is not currently set up for pre-paid tax and customs charges for international orders. It is a condition of sale that international customers accept that they must pay local tax and customs charges to their local customs agency once the parcel reaches its destination country. Delays can occur because the parcel is at the local customs office awaiting customs charges to be paid by the customer. It is highly recommended that international customers track the progress of their parcel carefully and contact their local customs agency once the parcel reaches its destination country so that local taxes and customs charges can be paid quickly and the parcel can be released to the customer.
It is the sole responsibility of the customer to ensure that customs charges and local taxes are paid in a timely fashion, otherwise the parcel risks being returned to us as a Return to Sender parcel. If this happens because local taxes and customs charges were not paid in time, the cost of the return to sender postage that we incur will be passed on to the customer.
If you still believe your international delivery is missing or delayed, please contact us to let us know and we will make a claim to Royal Mail on your behalf, but please note the timeframe in the Making a Claim information above. It is necessary to wait 20 days after the expected arrival date of your parcel before we can make a claim with Royal Mail and a further 90 business days for an outcome.