I think my order has been lost in transit. Can you file a claim?

*Please Note* Currently, orders sent via Royal Mail are showing as 'Delivered' much sooner than when they actually arrive with us. 'Delivered' is Royal Mail's final tracking point before it's then sent on to us.

Sometimes it can take longer than the expected delivery time frames for your order to physically reach us at musicMagpie, especially during exceptionally busy periods. As soon as we've started working on your order, we'll let you know. Keep an eye on your emails!

If you choose our prepaid courier methods, via Royal Mail, or Evri, contained within your Pack & Send Guide and order confirmation email, we guarantee that your order is insured up to the value of £150 whilst on its way to us.

If you choose to send your order using Royal Mail Special Delivery, at your own cost, you will be responsible for submitting a claim with Royal Mail directly.

The expected delivery timeframe for all our free send methods is 3-5 working days.

We'll ask you to wait a total of 7 working days for the order to arrive with us before being eligible to file a claim against the courier you used. This allows us to account for any potential delays which the courier experiences whilst in the process of delivering your order to us.

If after 7 days you haven't received an update that your order has been delivered to us, we'll be able to register a claim against the relevant courier company.

If you chose to send your order with Royal Mail, or Evri (Collection or Parcelshop), you'll need to contact us within 28 days of sending your order. You'll need to provide the tracking number(s) related to the lost parcel(s) as well as any IMEI numbers and Proof of Purchase of Tech items so we can forward this information over to the relevant courier for further investigation.

If you contact us after the claim time frames outlined above, we'll be unable to make a claim with the courier and will therefore be unable to complete your order.

Once all of the required information has been received and collated by the Claims Department, they will proceed to process the claim. Once the investigation has come to a successful conclusion, we'll update you via email and issue your payment. If any further information is required from you, we'll be sure to get in touch.


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