Lost in the Post! Help!

[Former_Member]

Hi everyone!

Last week I received a message (a lovely one) from someone who bought something from me about 5 weeks ago and it hadn't arrived. It was for her child's birthday and she wanted to know when I'd posted it. I'd posted it the day after she bought it by first class royal mail post, and I kept proof of postage. I live in the UK and she lives in the US.

I'm chasing her to see if it's arrived yet... what's the protocol for this situation, as it's never happened to me before! Do I have to refund her? Can I then claim back money from etsy / royal mail? If anyone could help me it's be a load off my mind!

Caroline (worried)

[seemomster]

It might be stuck in customs. Did you insure? Good luck!

[Former_Member]

Oh dear, I didn't insure, the price of registered post was going to be more than the item for some reason! It wasn't huge or anything. Is there anything I can do when it's stuck in customs?

[Former_Member]

I have had several items get hung up on customs between the USA and Canada & Australia. In one case I refunded the buyer only to have the item turn up 6 weeks later. I was able to get refunded by the USPS because I always insure international shipments. You should definitely check with royal mail to see if they'll at least refund your postage costs.

[Former_Member]

Thanks Arminta. That's what I don't want to happen - me to refund it then it show up! Does it cost a lot extra to be insured? I would always do it for larger items but a lot of mine are small. What do you do with smaller items?

[DubiousDesign]

I would refund the buyer, If you have proof of postage you can make a claim through royal mail and you should get your money back. I've had a few items go missing both in the UK and overseas and have been refunded everytime. Normal airmail is insured up to £46 anyway.

[Former_Member]

Fantastic, thank you Claire. I feel so disappointed for the child it was for too! I'm still awiting to hear back from the buyer so ifit still hasn't arrived I'll give her the option.