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

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!

Using our label(s) or QR code(s) contained within your Pack & Send Guide and order confirmation email, we guarantee that your order is fully insured whilst on its way to us.

Here's a reminder of the expected delivery time frames for each sending method:

Courier_claim_table.jpg

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 Hermes (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 of Tech items so we can forward this information over to the relevant courier for further investigation.

If you chose to send your order with DPD, you'll need to contact us within 7 days of sending your order. You'll need to provide us with the tracking number(s) related to the lost parcel(s) as well as any IMEI numbers of Tech items so we can forward this information to DPD for further investigation.

If you're unsure of where to find your device's IMEI number, click here for more information.

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 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 at the original price. If any further information is required from you, we'll be sure to get in touch.

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