Search for in

Basket


Your basket is empty

Categories

Recently Viewed

 
< More Help >

DVD.CO.UK Order Not Received

I have not received my order

We send our items via Royal Mail from the UK or from Switzerland. Note that deliveries from Switzerland will still come via Royal Mail post.

Deliveries from the UK should arrive within 2 days and from Switzerland in only 2-3 days. The Royal Mail state that over 90% of their First Class mail arrives the next day and second class mail arrives in 2 days.

Orders are usually dispatched within 24 hours and take between 2 to 4 days after dispatch to arrive. You should check the current status of your order to see when or if your item has been dispatched. You can view the status of your order by clicking here.

Check the status of your order

Orders for items that are in stock are usually dispatched within 24 hours. You should check the current status of your order to see when or if your item has been dispatched. You can view the status of your order by clicking here.

Your item may not have been dispatched for the following reasons:

  • It is a Pre-Order for an item that is not yet available - If you have ordered an item in advance of its release date then we will send the item to you as soon as it is available. Your credit card will not be charged until we have the item in stock and are about to send it to you.
  • Payment declined - If we have any problems processing your payment we will email you to let you know. You can check your payment details and update under your account which you can access by clicking here.
  • Item temporarily unavailable - If an item goes out of stock then we will replenish our stock and send them the item to you as a priority as soon as the new stock arrives. Your credit card will not be charged until we have the item in stock and are about to send it to you.

Waiting for your order to arrive

Your order is with the Royal Mail who state that 90% of their First Class mail arrives the next day, but if yours doesn't the Royal Mail has the following advice:

Is it less than 4 working days since your mail should have arrived?

If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.

Is it 4 to 10 days since your mail should have been delivered?

If so, the Royal Mail classes your item as officially delayed and they recommend that you should

  • check with your neighbours to see if a parcel has been left with them
  • check any outhouses you might have where mail may be left if it cannot fit through your letterbox
  • contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 14 days past since you item was posted to you?

The Royal Mail will now class your item as lost and we will either send you a replacement or give you a refund. Please send us an email, to help@dvd.co.uk, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

*NOTE* We cannot refund or replace items that the Royal Mail has lost until 14 days after the date it was dispatched to you.