Missing or undelivered orders

Apologies if you are reading this because your order has not reached you. We  will have done everything we can to get it to you safely, including tracking, but once we've handed over the parcel, the rest of the delivery process is outside our control. That does not mean we stand back: we will intervene with Royal Mail as soon as we can, keep you informed, and put it right.

Therefore, if your order has not arrived within the expected timeframe, please contact us as soon as possible at jules@luxtenebrae.com with your order number, and we will begin monitoring the situation.

1. The waiting period

Royal Mail does not classify a parcel as lost until 10 working days after the expected delivery date (15 working days for international orders). We are therefore unable to take action on a missing order until this period has elapsed, as parcels are often delayed or held at a local depot.

2. Once the waiting period has passed

Once the waiting period has passed and Royal Mail provides definitive confirmation that the parcel is lost, we will:

  • Open a compensation claim with Royal Mail on your behalf
  • Begin production of a replacement item, which will be made as quickly as possible once we have a definitive answer from Royal Mail

3. Replacements and credit notes

Please note: We will not dispatch a replacement or issue a credit note until the waiting period has elapsed and the original parcel is confirmed as undeliverable. This protects both parties in the event the original order arrives during this time.

We will keep you updated throughout the process. Lux Tenebrae's liability in the event of a lost parcel is limited to replacement of the item or, at our discretion, a credit note to the value of the original order.

4. Related information

Delivery options, tariffs and international delay updates: see the Shipping & Tariffs page, which links to the Royal Mail International Incident page.

For returns, see the Returns page. Lost or missing parcels are handled separately from standard returns, as described above.