Hospital Records

Shipping: What happens if my order doesn’t turn up?

If you are concerned that your order hasn’t arrived, the first thing to do is to make sure your order was completed successfully and has been sent to you.

We consider an item ‘lost’ if it has not been delivered 28 days after the posting date. The reason we must wait 28 days is because this is the length of time Royal Mail waits before they accept a package is ‘lost’, so we must also wait before we can claim compensation from them.

In the extremely unlikely event that your package still has not arrived after 28 days, we will either provide you with a replacement order or a full refund, depending on your preference. see the Returns and Refunds tab for more info. Please email us at with your order number in the subject field to resolve any missing orders.