If you've sent your order using one of our approved sending methods and you're concerned it hasn't arrived with us, we'll be happy to investigate.
Before reporting your parcel as lost
If you sent your order using one of our free sending methods, the expected delivery timeframe is 3 to 5 working days.
Please note that parcels can sometimes take longer to reach us, especially during busy periods. As soon as your order arrives and enters processing, we'll let you know by email.
Royal Mail tracking showing "Delivered"
If you sent your order with Royal Mail, you may notice that the tracking shows Delivered before the parcel physically reaches musicMagpie. This is normal and is often the final tracking update before the parcel is forwarded to us.
Is my order insured?
If you used one of our approved pre-paid sending methods, including Royal Mail or Evri, your parcel is insured up to £150 while it's on its way to us.
If you chose to send your order using your own postage method, such as Royal Mail Special Delivery, you'll need to make any claim directly with the courier.
When can a claim be raised?
We'll ask you to wait 7 working days from the date you sent your order before a claim can be submitted.
This allows time for any courier delays and gives the parcel the opportunity to arrive with us before it is considered lost.
If your parcel was sent using Royal Mail or Evri, you must contact us within 28 days of sending your order.
What information will I need to provide?
If your parcel hasn't arrived after 7 working days, please contact us. We may ask you for:
- The tracking number for the parcel
- IMEI numbers for any Tech items
- Proof of purchase for Tech items
We'll pass this information to the relevant courier as part of the investigation.
What happens next?
Once we've received all the required information, our Claims Team will investigate the matter with the courier.
We'll keep you updated by email throughout the process. If the claim is successful, we'll arrange payment for your order. If we need any additional information, we'll contact you directly.
Need help?
If you're concerned that your parcel may have been lost in transit, please contact us and we'll be happy to investigate.