What Do I Do if There's an Item Missing from my Order?

In the rare event that there is an item missing from your order, we first apologise for the inconvenience you are experiencing. This is a rare occurrence but we take every precaution to ensure this never happens.

However, this does sometimes happen as large orders can be split into different suppliers and multiple deliveries. In most cases you will be informed of this in your order confirmation email, however, if you have only received part of your order and are unsure where the rest is, please contact us at your earliest convenience.

There are several main reasons there could be an item missing from your order which could fall roughly into these main categories. 

Shortages

If an item you ordered does not arrive, but it shows on your delivery documents 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 date.

Please ensure when you contact us that you know your order reference number, the product code for the items you are missing and the quantity you ordered, so we can easily process the shortage. Unfortunately, we are unable to process shortages outside of the 3 working day window. 

Picking Errors

This rarely happens but we’re all only human! In the rare event that you have received an item you did not order or are missing an item that you’ve ordered, this is known as a picking error. If this happens, we kindly ask you to notify us by phone or email within 3 working days of receiving your order.

Please ensure you know your order reference number, the product codes of the items you are missing and the quantity you originally ordered. This means we will easily be able to process the picking error on our side and remedy your order as smoothly as possible. 

Free Gifts

If you have been lucky enough to receive a free gift with your order - more often than not your free Haribo or other items are sent separately via Royal Mail and won’t always come with the rest of your order. Please allow up to 5 days for these to arrive. After that time if they are still missing please contact us at your earliest convenience.