Damaged on arrival. If the packaging is visibly damaged, note it when signing where you can. Either way, email support@2ndstimearound.co.uk within a reasonable time with your order number and photographs of the packaging and the item. Keep the packaging until the claim is settled — carriers often ask for it.
Parcel marked delivered but missing. Check with neighbours and any safe place named on the tracking, then contact us. We will open an investigation with the carrier. These usually take a few working days to resolve.
Lost in transit. If tracking has not moved for several working days, tell us and we will chase it. Where a parcel is confirmed lost we will replace or refund it — that is our responsibility, not yours.
Part of the order missing. Large orders are sometimes split across consignments. Check the tracking for a second parcel before reporting a shortage.
Your contract for delivery is with us, not the carrier. You do not need to pursue the carrier yourself.