Ordered but no delivery/support answers

Help and Support
23

Hi +++++++

Your item was shipped on 31/12 and collected by Royal Mail.
It hasn’t arrived in the +++++++++++ yet.

It took me a minute to find your support tickets but I can see my last response was on 18th January.

We initiated an investigation with Royal Mail and they asked us to wait 25 working days. After that we can make a claim and re-ship it. You will get an update soon.

Modfication by JimKnopf: At the user’s request, first name and country of origin have been anonymized.

24

Hi J,

I checked this. Your order cannot legally be shipped to you due to export controls (UK). This is why it hasn’t shipped despite being packaged. I was looking at the recent updates to the Windsor Agreement to see if it’s possible, but sadly this isn’t the case.

I will be in touch shortly – you can either use a UK mainland address or we refund and you purchase from a reseller that is able to ship to NI.

Thanks

Sam

25

Items are ‘packaged’ until they get a scan in to the depot. Royal Mail on a Friday night is hit and miss and sometimes it has to go to Gatwick or Heathrow for it to update properly. Not everything is scanned on a Friday. This only really affects US bound packages currently because of how we have to handle imports (customs & tarrifs).

I can confirm that as of 25th January 2025:

  • There are just 10 outstanding orders, the latest was placed a few hours ago on Sunday evening. They should be out imminently. So the last order outstanding was placed on 24th January 2025.
  • All other orders have been fulfilled and dispatch details should have been sent as a separate email.

I’ll take rest now and then try and get on top of emails.

If you have not got a reply yet, please just wait a little until sending a follow up email.

Thanks for your patience.

Cheers

Sam

1 Like
26

Everything out now including Sunday’s orders.
Will catch up on emails shortly.

Thanks for your patience

Sam

27

I would prefer that you remove my name and country from your post if possible :slight_smile:

You said it is collected, but apparantly Royal Mail has not scanned the package during the collection/arrival in the depot. Two posts later you say that “hit and miss” scans only affects US bound packages. Fact is that I ordered 1+ month ago and didn’t receive my package. I find it hard to accept that I have to wait ANOTHER 25 working days (5 weeks) while I am already waiting 5 weeks now. If I contact my cc company to get my money back and order it again I will probably have my package earlier since the shipment from a month ago is not going to be delivered anyway.

28

You do not need to wait 25 working days from when I posted. The minimum waiting time for an international investigation is 25 working days from the date of shipment, which is not far off.

Nonetheless I will refund your order for you (as per your request) rather than ship a replacement. If starts to move the network then you should refuse the item so it is returned to us.

You can expect to see the refund to your original payment method in 24 hours.

A chargeback will result in a permanent black list for future orders as per our payment processor’s rules

I’m sorry we couldn’t get this item to you in a reasonable timeframe.

Cheers

Sam

29

I had already pushed this with my account manager on Friday at Royal Mail because loss of items are extremely rare and wanted to know what was going on.

As of Monday, we can now see it was a technical error on the tracking side.

The reason the item did not progress beyond your country’s customs service is that you provided a false phone number. As a result, the delivery service cannot arrange delivery or clearance in to your country. This should have triggered an RTS notification, but it didn’t. We expect to get it back soon.

We cannot deliver to your destination country without a real phone number. There is a reason we ask for this number.

I can see that you have now received a refund in full to your original payment method.

Thanks for your understanding.

Sam

1 Like
31

Thank you for clearing this up. Seems to be a mix with technical problems at Royal Mail which would not be a real problem if I provided a real phone number. Hopefully they will fix it.

I dont know if a lot of people provide a false number? Maybe add a warning on the order form? The reason i dont provide my real number is that the postman never calls, so why provide a real number :wink: Companies asks for full personal details even when I order a ticket for a museum or order a meal to pick up.. so I don’t share my details if not necessary.

32

If you provided a real phone number you would have received the package.

They don’t. I expect people to provide accurate details so we can arrange the delivery.

A phone number is needed for international shipments to your country.

I trust you have now received the refund

34

Haven’t heard from you yet. Can you refund if you are unable to ship please.

36

Hi

I sent an email on 26/01 outlining options (ship to UK address; ship to Ireland or refund) but didn’t hear back.

A refund has since been issued and you should have received this by now.

I don’t know for certain but CPC may be able to ship to NI. See https://cpcireland.farnell.com/osmc/vero-v/vero-v-uhd-media-streaming-box/dp/SC20252.

Sam