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Late or lost orders
When placing your order please make sure that you specify the correct delivery address as Sense take no responsibility for missing parcels that have been sent to the wrong address.
Any order discrepancies relating to missing and/or lost items must be reported to us in writing via email. We cannot refund or replace lost items until 20 working days after the date of despatch - this is when Royal Mail class items as being lost.
Items not received but tracking shows they have been delivered
This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Royal Mail website by filling in a signature request form.
Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.
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