Thank you for your query regarding your order which has not yet arrived.
On checking the system we find your order has been dispatched.
Your tracking number and name of carrier used can be found on your sales receipt emailed to you on the day of dispatch. If you need another copy please email us. If you did not provide an email with your order then you will need to email customerservices@onestopcandleshop.co.uk for further information.
Your receipt is sent as an attachment in ADOBE ACROBAT format. If you cannot open the attachment please visit Adobe on the Internet and download their excellent FREE reader at www.acrobat.com.
You can track your order on-line any time on the relevant carrier websites list detailed below:-
Parcelforce www.parcelforce.com.
Fastway www.fastwaycouriers.co.uk
Royal Mail www.royalmail.co.uk
Please note if your order was shipped by Royal Mail, RDH, AW then it will not show up on screen it is a signed for only delivery please allow 14 days from shipping for it to arrive before raising a missing parcel dispute.
We would ask our customers to check in the first instance on the relevant carrier’s website to check the parcel’s current status. We would recommend that this is done on line.
DELIVERY STATUS information notices are listed below:-
1) Your parcel does not show up on screen at all please try again in
3 – 12 hours in case the system is slow or busy, if after it still does
not show – please report it to us as missing we will take up the
investigation for you in this case and let you know what to do next.
Please allow 24 hours for this to be done. Make sure you check after the
sate of dispatch which is usually the invoice date or otherwise indicated
on your invoice.
2) Your parcel is on screen but shows the word “held” this means that no one
was home when the carrier tried to delivery, or it can also mean
the carrier could not find the address on that day’s run within time. In
either case the carrier will automatically make 2 further attempts to
deliver so please be patient. In the case of no one home the carrier
should leave a card for you to call them but normally only after a couple
of attempts first.
3) Your parcel status states “out for delivery” this means the carrier is on
their way to your address on that date. Please note sometimes drivers
run out of time due to circumstances beyond their control, therefore if
your parcel does not arrive on the date it states “out for delivery” it
should arrive the next day.
4) Your parcel status states “return to sender” this means they were unable
to deliver, or a card was left and no one contacted them to re-arrange
delivery or to collect the parcel. In this case the parcel will be on
its way back to us and you will need to contact us for further
information.
5) If you are out when they delivered it is up to you to contact the carrier
within 14 days to arrange a re-delivery or collect the parcel at
their local depot or other place notified to you where to collect. Make sure you provided us with a valid telephone number when making your order as the carrier will use this to phone at least once if out to re-arrange Please note some carriers will not leave a note but may phone instead, nor will they leave a parcel without a signature. Failure to be able to contact you by phone may result in the goods being returned to Northern Lights without further notification and may incur additional charges to re-send.
The only time we can usually contact the carrier on your behalf is if the parcel has actually gone missing, or has been damaged. This delivery policy is in place to save time and money for you as the customer in terms of avoiding expensive phone calls to us and to help keep our products low as stated on our website.
If you are still having a problem with your delivery please contact us by email with the full details. We will aim to respond within 24 hours.
Kind regards
Customer Services
Northern Lights
Email sales@onestopcandleshop.co.uk www.onestopcandleshop.co.uk