What do I do when a mailed order doesn't arrive?

[AlisonHiggins]

I have a customer in the UK who has been waiting patiently for a pair of earrings I sent from Canada by untracked post 6 weeks ago. I have assured her that I will either provide a refund or ship a replacement. Is this what other shop owners would do? Has anyone else experienced such significant delays in shipping to the UK?
Thanks much for any insights.
Alison

[amydavisart]

I had one take about three months. I sent a replacement out after about six weeks. I hope yours arrives soon!

[Former_Member]

unfortunately you cannot control the speed of the post. Sometimes packages get tied up in customs and in the UK the customer may have to go to the post office and pay the VAT and the post office fees in order to get the items.

If I'm not mistaken the limit for not having to pay VAT is about $US23 so if the item costs more than that there will be taxes that need to be paid on their end.

Maybe you could suggest that they go to their local post office and inquire if there is a package there from your address?

[PaperBoundLove]

Hi Alison,
As much as I cringe doing it, I always refund or send a replacement when the order doesn't arrive within 2 to 3 weeks. I always track the large orders, but when they are small orders, like 1 x greeting card, it just isn't worth it to track. And it doesn't cost me too much to send a replacement too. BUT, about 90% of the times, my item arrives one or two days after the customer has contacted me about not receiving it. So yep, fingers crossed that yours will arrive soon too!

- Khin

[Former_Member]

I think I would offer refund or replacement as well. If they end up with two, you'll likely get a loyal customer and a glowing review.

[Former_Member]

Allison I just learned today that there is a postal strike over there. Hopefully it will end and your package will arrive.

[AlisonHiggins]

Thanks to all for the very helpful advice.

[QuirkyCabbage]

@nlbgrammy Do you know when the postal strike is? I live in the UK and have been receiving post fine x

[Former_Member]

Dani I just got a message from one of my customers in Germany stating that her package is delayed at her post due to a strike. I looked it up on the Internet and it said that the UK may have a strike also. I sure hope for the best for you:)

[ArtandAroma]

After six weeks, I usually provide replacement.

[Former_Member]

there isn't a UK postal strike, or at least not in my area.

edited to add - oops apparently there is! unofficial, and not everywhere, but if your buyer is in one of the areas mentioned then maybe! http://www.dailymail.co.uk/news/article-48994/Massive-mail-backlog-postal-strikes-end.html

[QuirkyCabbage]

Do you guys think it's wise to put something in our policies about this kind of thing happening? About not being responsible for delays due to strikes? I send first class and my packages within the UK arrive within one working day for the most part and I'd hate for people to get their packages late and think it's due to me posting late or something xx