While the vast majority of orders arrive the following working day it's an unfortunate fact that occasionally parcels can be held up or lost in the post, which we have no control over. If your order has not yet arrived we ask that you please check the following before contacting us:
Please check the orders section of your mygoodlook.co.uk account. If the status is COMPLETED/DISPATCHED this means your package has been handed over to Royal Mail.
We are regulated by Royal Mail's terms & conditions and they require a waiting time from dispatch of 15 WORKING DAYS for the UK, 28 WORKING DAYS for the EU and 40 WORKING DAYS for the rest of the world before you can make a lost parcel claim. We understand the frustration that a delayed or lost item can cause but unfortunately, we cannot take any action until this time has passed.
It's possible the postal service may be holding your package, especially if dispatched via Recorded/Signed For Delivery and they've been unable to deliver. Please contact your local postal sorting office to see if they have your order. UK customers can find their local sorting office by calling Royal Mail's automated delivery office information line on 0845 6050767. If your order has been sent, is past the lost parcel time frame for your region and you've contacted the postal service without success, please follow the instructions below. This straightforward system allows you to request either a replacement item (stock permitting) or a refund to your daysofbright.co.uk account credit point or credit card.
By completing the lost parcel claim form you agree that, If you knowingly receive your order or more than one copy of your order, falsify information on this form, or in any other way attempt to defraud mygoodlook.co.uk of goods or money. You should understand that you will be in breach of the lost parcel agreement and be prosecutable under the Sale and Supply of Goods act 1994. You agree to be held liable for legal fees and a fine of up to £1000 and understand I will be banned from placing any future purchases with daysofbright.co.uk. Please be aware you cannot submit a lost parcel claim form 6 months after the original date of dispatch.
If your order was shipped using Royal Mail, follow these simple steps to report a missing item:
Step 1: Before you claim your item is lost
The table below sets out the due date and qualifying days to be used for determining when an item of mail may be considered as lost.
|Product||Due Date||Compensation for loss payable|
|1st class- stamp/meter/account
Royal Mail Signed For - 1st class
Online Postage (1st class)
Articles for the Blind
|Next working day after posting||10 working days after the due date|
2nd class- stamp/meter/account
|3 working days after posting||10 working days after the due date|
|Royal Mail Special Delivery Guaranteed by 9 am or
by 1 pm (not posted on account)
|On guaranteed delivery time and date as per product specification||5 working days after due delivery date and time|
For a piece of comprehensive information please visit Royal Mail website by clicking on the logo below to read more about Royal Mail terms and conditions of a lost parcel.