Q: I haven't received my item yet (UK Customer, it has been 7 or less days from dispatch date excluding Sunday).
Hi there,
Thanks for getting in touch. I'm so sorry to hear that you haven't received your item yet.
Having checked your sales record I can see that we received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail 1st Class Delivery. The normal delivery time for this is 1-2 working days (not including weekends) however we have known items to take longer than this which is unfortunately something we have no control over.
PayPal and Royal Mail don't officially class an item as 'missing' until 15 working days have passed. I would of course not ask you to wait this long, but would ask that you contact us again on {DATE HERE: 7 WORKING DAYS FROM DISPATCH DATE EXCLUDING SUNDAY} if your item still has not arrived. We can then investigate this further for you. I would be very surprised if your item did not arrive within this period. Regardless, please rest assure that you will not be left out of pocket.
I can only apologise for any delays, but I hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on Royal Mail to get your order to you safely. We're also a registered charity (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia), so missing and delayed items are just as frustrating for us as they lose us a considerable amount of much needed funds.
Please get back in touch if your item has still not arrived by the date above and we can then open up an investigation with PayPal and Royal Mail and also arrange for a replacement to be sent out to you straight away.
Thanks once again for all your co-operation and understanding. Thanks also for getting in touch and giving me the chance to sort this for you. If there is anything else I can do for you in the meantime, please let me know.
Thanks for getting in touch. I'm so sorry to hear that you haven't received your item yet.
Having checked your sales record I can see that we received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail 1st Class Delivery. The normal delivery time for this is 1-2 working days (not including weekends) however we have known items to take longer than this which is unfortunately something we have no control over.
PayPal and Royal Mail don't officially class an item as 'missing' until 15 working days have passed. I would of course not ask you to wait this long, but would ask that you contact us again on {DATE HERE: 7 WORKING DAYS FROM DISPATCH DATE EXCLUDING SUNDAY} if your item still has not arrived. We can then investigate this further for you. I would be very surprised if your item did not arrive within this period. Regardless, please rest assure that you will not be left out of pocket.
I can only apologise for any delays, but I hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on Royal Mail to get your order to you safely. We're also a registered charity (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia), so missing and delayed items are just as frustrating for us as they lose us a considerable amount of much needed funds.
Please get back in touch if your item has still not arrived by the date above and we can then open up an investigation with PayPal and Royal Mail and also arrange for a replacement to be sent out to you straight away.
Thanks once again for all your co-operation and understanding. Thanks also for getting in touch and giving me the chance to sort this for you. If there is anything else I can do for you in the meantime, please let me know.
Q: Follow up to the above. I still haven't received my item (UK).
Hi there,
Thanks for getting back in touch. I'm sorry to hear you still haven't received your item (goodness knows where it has got to).
As this has now been over 7 days since we dispatched your item, I am more than happy to send you out a replacement straight away. Before I do this, please could you confirm your address for me? The address I have for you is as follows:
{CUSTOMER'S FULL ADDRESS HERE}
Please let me know as soon as possible so I can get this sent out to you. I will also have this sent recorded delivery to ensure it arrives this time.
As we will now proceed to open a missing item case with PayPal and Royal Mail, I would ask that you let us know if your first item does arrive so I can close this investigation. As all of the money on these items is donated to charity, I would also kindly ask that you return one of the items back to us should the original one arrive. You can find our return address on the invoice sent with your order. We are also more than happy to refund you on your postage costs should you be able to do this.
I really do apologise once again for any inconvenience caused and would like to thank you for your patience and co-operation. Thanks also for giving me the chance to sort this out for you.
Please confirm your address so I can have this replacement sent out to you as soon as possible.
Thanks for getting back in touch. I'm sorry to hear you still haven't received your item (goodness knows where it has got to).
As this has now been over 7 days since we dispatched your item, I am more than happy to send you out a replacement straight away. Before I do this, please could you confirm your address for me? The address I have for you is as follows:
{CUSTOMER'S FULL ADDRESS HERE}
Please let me know as soon as possible so I can get this sent out to you. I will also have this sent recorded delivery to ensure it arrives this time.
As we will now proceed to open a missing item case with PayPal and Royal Mail, I would ask that you let us know if your first item does arrive so I can close this investigation. As all of the money on these items is donated to charity, I would also kindly ask that you return one of the items back to us should the original one arrive. You can find our return address on the invoice sent with your order. We are also more than happy to refund you on your postage costs should you be able to do this.
I really do apologise once again for any inconvenience caused and would like to thank you for your patience and co-operation. Thanks also for giving me the chance to sort this out for you.
Please confirm your address so I can have this replacement sent out to you as soon as possible.
Q: I haven't received my item yet (UK customer, more than 7 days from dispatch date excluding Sunday).
Hi there,
Thanks for getting in touch. I'm so sorry to hear that you haven't received your item yet.
I have checked your sales record. We received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail 1st Class Delivery. The normal delivery time for this is 1-2 working days (not including weekends) however we have known items to take longer than this which is unfortunately something we have no control over.
PayPal and Royal Mail don't official class an item as 'missing' until 15 working days have passed. I would of course not ask you to wait this long and I am more than happy to send you out a replacement straight away. Before I do this, please could you confirm your address for me? The address I have for you is as follows:
{CUSTOMER'S FULL ADDRESS HERE}
Please let me know as soon as possible so I can get this sent out to you. I will also have this sent recorded delivery to ensure it arrives this time.
As we will now proceed to open a missing item case with PayPal and Royal Mail, I would ask that you let us know if your first item does arrive so I can close this investigation. As this is a charity account (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia), I would also kindly ask that you return one of the items back to us should the original one arrive. You can find our return address on the invoice sent with your order. We are also more than happy to refund you on your postage costs should you be able to do this.
I really do apologise once again for any inconvenience caused, but hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on Royal Mail to get your order to you safely. Thank you so much for your patience and co-operation. Thank you also for contacting us and giving me the chance to sort this for you.
Please confirm your address so I can have this replacement sent out to you as soon as possible.
Thanks for getting in touch. I'm so sorry to hear that you haven't received your item yet.
I have checked your sales record. We received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail 1st Class Delivery. The normal delivery time for this is 1-2 working days (not including weekends) however we have known items to take longer than this which is unfortunately something we have no control over.
PayPal and Royal Mail don't official class an item as 'missing' until 15 working days have passed. I would of course not ask you to wait this long and I am more than happy to send you out a replacement straight away. Before I do this, please could you confirm your address for me? The address I have for you is as follows:
{CUSTOMER'S FULL ADDRESS HERE}
Please let me know as soon as possible so I can get this sent out to you. I will also have this sent recorded delivery to ensure it arrives this time.
As we will now proceed to open a missing item case with PayPal and Royal Mail, I would ask that you let us know if your first item does arrive so I can close this investigation. As this is a charity account (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia), I would also kindly ask that you return one of the items back to us should the original one arrive. You can find our return address on the invoice sent with your order. We are also more than happy to refund you on your postage costs should you be able to do this.
I really do apologise once again for any inconvenience caused, but hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on Royal Mail to get your order to you safely. Thank you so much for your patience and co-operation. Thank you also for contacting us and giving me the chance to sort this for you.
Please confirm your address so I can have this replacement sent out to you as soon as possible.
Q: I haven't received my item yet (International customer, less than 15 days from dispatch date excluding Sunday).
Hi there,
Thanks for getting in touch. I'm so sorry to hear that you haven't received your item yet.
I have checked your sales record. We received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail Signed Airmail - this is a business service which requires a signature upon delivery but which is not tracked.
I would imagine that your item is still on its way to you and would be surprised if it didn't turn up soon. Sometimes customs and national delivery services (Royal Mail passes this item onto your country's national postal service) can cause unexpected delays. As a rough guide, items to Western Europe take 3 business days, Eastern Europe 5 business days and the US and Asia 7-10 working days (Australia is typically 14 days).
I would ask that you contact us again on {DATE HERE: 15 DAYS FROM DISPATCH EXCLUDING SUNDAY} if your item still has not arrived. We can then investigate this further for you. I would be very surprised if your item did not arrive within this period. Regardless, please rest assure that you will not be left out of pocket.
I can only apologise for any delays, but I hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on the postal service to get your order to you safely. We're also a registered charity (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia), so missing and delayed items are just as frustrating for us as they lose us a considerable amount of much needed funds.
Please get back in touch if your item has still not arrived by the date above and we can then open up an investigation with PayPal and Royal Mail and also arrange for a replacement to be sent out to you straight away.
Thanks once again for all your co-operation and understanding. Thanks also for getting in touch and giving me the chance to sort this for you. If there is anything else I can do for you in the meantime, please let me know.
Thanks for getting in touch. I'm so sorry to hear that you haven't received your item yet.
I have checked your sales record. We received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail Signed Airmail - this is a business service which requires a signature upon delivery but which is not tracked.
I would imagine that your item is still on its way to you and would be surprised if it didn't turn up soon. Sometimes customs and national delivery services (Royal Mail passes this item onto your country's national postal service) can cause unexpected delays. As a rough guide, items to Western Europe take 3 business days, Eastern Europe 5 business days and the US and Asia 7-10 working days (Australia is typically 14 days).
I would ask that you contact us again on {DATE HERE: 15 DAYS FROM DISPATCH EXCLUDING SUNDAY} if your item still has not arrived. We can then investigate this further for you. I would be very surprised if your item did not arrive within this period. Regardless, please rest assure that you will not be left out of pocket.
I can only apologise for any delays, but I hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on the postal service to get your order to you safely. We're also a registered charity (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia), so missing and delayed items are just as frustrating for us as they lose us a considerable amount of much needed funds.
Please get back in touch if your item has still not arrived by the date above and we can then open up an investigation with PayPal and Royal Mail and also arrange for a replacement to be sent out to you straight away.
Thanks once again for all your co-operation and understanding. Thanks also for getting in touch and giving me the chance to sort this for you. If there is anything else I can do for you in the meantime, please let me know.
Q: Follow up to the above. I still haven't received my item (International).
Hi there,
Thanks for getting back in touch. I'm sorry to hear you still haven't received your item (goodness knows where it has got to).
As this has now been over fifteen days since we dispatched your item, I am more than happy to send you out a replacement straight away. Before I do this, please could you confirm your address for me? The address I have for you is as follows:
{CUSTOMER'S FULL ADDRESS HERE}
Please let me know as soon as possible so I can get this sent out to you. A message will be sent to you within 24 hours of dispatch with your new tracking number.
As we will now proceed to open a missing item case with PayPal and Royal Mail, I would ask that you let us know if your first item does arrive so I can close this investigation. As all of the money on these items is donated to charity, I would also kindly ask that you return one of the items back to us should the original one arrive. You can find our return address on the invoice sent with your order. We are also more than happy to refund you on your postage costs should you be able to do this.
I really do apologise once again for any inconvenience caused and would like to thank you for your patience and co-operation. Thanks also for giving me the chance to sort this out for you.
Please confirm your address so I can have this replacement sent out to you as soon as possible.
Thanks for getting back in touch. I'm sorry to hear you still haven't received your item (goodness knows where it has got to).
As this has now been over fifteen days since we dispatched your item, I am more than happy to send you out a replacement straight away. Before I do this, please could you confirm your address for me? The address I have for you is as follows:
{CUSTOMER'S FULL ADDRESS HERE}
Please let me know as soon as possible so I can get this sent out to you. A message will be sent to you within 24 hours of dispatch with your new tracking number.
As we will now proceed to open a missing item case with PayPal and Royal Mail, I would ask that you let us know if your first item does arrive so I can close this investigation. As all of the money on these items is donated to charity, I would also kindly ask that you return one of the items back to us should the original one arrive. You can find our return address on the invoice sent with your order. We are also more than happy to refund you on your postage costs should you be able to do this.
I really do apologise once again for any inconvenience caused and would like to thank you for your patience and co-operation. Thanks also for giving me the chance to sort this out for you.
Please confirm your address so I can have this replacement sent out to you as soon as possible.
Q: I haven't received my item yet and I need it urgently by a certain date (making them wait longer will result in them not receiving the item on time and may result in a negative feedback).
Hi there,
Thanks for getting in touch. I'm so sorry to hear that you haven't received your item yet.
I have checked your sales record. We received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail 1st Class Delivery. Although the estimated delivery time is 1-2 working days, items can take longer than this and it is unfortunately not uncommon.
I would still expect your item to arrive, but as you are clearly in a rush to receive this, I am more than happy to send you out a replacement straight away. Before I do this, please could you confirm your address for me? The address I have for you is as follows:
{CUSTOMER'S FULL ADDRESS HERE}
Please let me know as soon as possible so I can get this sent out to you. I will also have this sent recorded delivery to ensure it arrives this time. A message will be sent to you within 24 hours of dispatch with your tracking number.
I would expect your first item to arrive still (we have virtually no missing items as any undelivered items are now returned to us by Royal Mail), so I would kindly ask for you send the original item back to us. We are a registered charity (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia) and we do lose much needed funds by sending out replacements so quickly.
I also have to open up a missing item case with Royal Mail, eBay and PayPal. This is quite a complex procedure and Royal Mail and PayPal will now both contact you to confirm all your details and to confirm that the item was not received. eBay will also mark this item not received case on your account. If your first item does arrive please let me know so I can also close these investigations. Our return address can be found on the invoice sent with your item.
I really do apologise once again for any inconvenience caused, but hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on Royal Mail to get your order to you safely. Thank you so much for your patience and co-operation. Thank you also for contacting us and giving me the chance to sort this for you.
Please confirm your address so I can have this replacement sent out to you as soon as possible.
Thanks for getting in touch. I'm so sorry to hear that you haven't received your item yet.
I have checked your sales record. We received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail 1st Class Delivery. Although the estimated delivery time is 1-2 working days, items can take longer than this and it is unfortunately not uncommon.
I would still expect your item to arrive, but as you are clearly in a rush to receive this, I am more than happy to send you out a replacement straight away. Before I do this, please could you confirm your address for me? The address I have for you is as follows:
{CUSTOMER'S FULL ADDRESS HERE}
Please let me know as soon as possible so I can get this sent out to you. I will also have this sent recorded delivery to ensure it arrives this time. A message will be sent to you within 24 hours of dispatch with your tracking number.
I would expect your first item to arrive still (we have virtually no missing items as any undelivered items are now returned to us by Royal Mail), so I would kindly ask for you send the original item back to us. We are a registered charity (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia) and we do lose much needed funds by sending out replacements so quickly.
I also have to open up a missing item case with Royal Mail, eBay and PayPal. This is quite a complex procedure and Royal Mail and PayPal will now both contact you to confirm all your details and to confirm that the item was not received. eBay will also mark this item not received case on your account. If your first item does arrive please let me know so I can also close these investigations. Our return address can be found on the invoice sent with your item.
I really do apologise once again for any inconvenience caused, but hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on Royal Mail to get your order to you safely. Thank you so much for your patience and co-operation. Thank you also for contacting us and giving me the chance to sort this for you.
Please confirm your address so I can have this replacement sent out to you as soon as possible.
Q. eBay / you said my item would be delivered ____ but I haven't received it yet.
Hi there,
Thanks for getting in touch. I'm so sorry to hear you haven't received your order yet.
I have checked your sales record. We received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail 1st Class Delivery. Although the estimated delivery time is 1-2 working days this is only an estimate and items can take longer than this and it is unfortunately not uncommon.
I can only apologise for any delays, but I hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on Royal Mail to get your order to you safely. We're also a registered charity (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia), so missing and delayed items are just as frustrating for us as they lose us a considerable amount of much needed funds.
I would expect your item to arrive any day now - we have never had an item go missing as of yet as we have a returns contract with Royal Mail whereby any undelivered items are returned to us. Regardless, please get in touch if you do not receive anything within the next few days so we can investigate this for you.
Sorry for any inconvenience. I hope this information has helped. Please don't hesitate to contact me if your item does not arrive within the next few days or if there is anything else I can do to help.
Thanks for getting in touch. I'm so sorry to hear you haven't received your order yet.
I have checked your sales record. We received your payment on {DATE HERE} and dispatched your item on {DATE HERE} via Royal Mail 1st Class Delivery. Although the estimated delivery time is 1-2 working days this is only an estimate and items can take longer than this and it is unfortunately not uncommon.
I can only apologise for any delays, but I hope you can understand that we did post your item on time and unfortunately can't hand deliver items, so do rely completely on Royal Mail to get your order to you safely. We're also a registered charity (100% of the profit made from these items is spent on the running costs of a poor orphanage in rural Cambodia), so missing and delayed items are just as frustrating for us as they lose us a considerable amount of much needed funds.
I would expect your item to arrive any day now - we have never had an item go missing as of yet as we have a returns contract with Royal Mail whereby any undelivered items are returned to us. Regardless, please get in touch if you do not receive anything within the next few days so we can investigate this for you.
Sorry for any inconvenience. I hope this information has helped. Please don't hesitate to contact me if your item does not arrive within the next few days or if there is anything else I can do to help.