Shipping T&Cs

Terms and Conditions for Missing Parcels or Incorrect Delivery Addresses

At Bijoux De Mimi, we strive to ensure your orders are delivered promptly and accurately. However, once your parcel leaves our warehouse, it is in the hands and responsibility of the chosen courier, Royal Mail. Below are our policies regarding missing parcels, in accordance with Royal Mail's guidelines.

1. Parcels Marked as Delivered

Once a parcel is marked as delivered by Royal Mail’s tracking system, we cannot offer any form of compensation or replacement unless you can provide clear evidence that it was not delivered to your door. This evidence allows us to make a claim on your behalf with Royal Mail. Evidence must include:

  • A photo of the delivery location as captured by the courier on tracking. 

  • A photo of your door at the entered delivery address for comparison.

  • Proof that the delivery location shown is not the same as your address, such as a map location usually shown on your tracking.

  • Any additional supporting materials relevant to your claim.

  • Evidence of your discussion with Royal Mail, including confirmation from them that the parcel is missing.

Before contacting us, we also request that you:

  • Check with all neighbors or household members who may have accepted the parcel on your behalf.

  • Contact your local delivery office and your postman/postwoman to confirm the parcel’s status.

Please note that word of mouth or verbal statements will not be accepted by Bijoux De Mimi or Royal Mail as evidence. If the courier provides a photo showing the parcel delivered to your door or marks the item as delivered at the address entered at checkout, there is nothing further we can do.

2. Incorrect Shipping Address

If an incorrect or incomplete shipping address was provided at checkout, please contact us immediately. We will offer one of the following solutions:

  • If a non-existent address was entered or you do not have access to the address: The parcel will typically be returned to us by Royal Mail. Once returned, we can issue a replacement.

  • If an existing address was entered and you have access to it: Please notify the relevant recipient and ask them to accept the parcel on your behalf.

If the parcel is not returned to us, we cannot offer a replacement or refund.

3. Parcels Missing in Transit

If a parcel is deemed missing in transit and tracking information does not confirm delivery within 14 days of fulfillment for UK orders or 30 days for international orders:

  • Contact us with evidence of your tracking information and proof of the missing parcel.

  • If Royal Mail confirms the parcel is lost, we will provide a replacement and file a claim using the provided evidence.

Please note that word of mouth or verbal statements will not be accepted as evidence. If the courier provides a photo showing the parcel delivered to your door or marks the item as delivered at the address entered at checkout, there is nothing further we can do.

In all cases, detailed evidence will be required to process any claims.

4. Required Customer Action

For any claims regarding missing parcels, please provide the following:

  • Your order number.

  • Any tracking information you have received.

  • A statement describing the issue (e.g., marked as delivered but not received).

  • Clear evidence in alignment with the clauses outlined above.

By placing an order with us, you agree to these terms and conditions.

If you have further questions or need assistance, please contact our customer service team at support@bijouxdemimi.com