If your parcel has not arrived

If you have waited the specified time we confirmed when sending your dispatch confirmation, please contact your local delivery office with your tracking number if you have received one.

At Passion® we use Royal Mail for our parcel deliveries if the item weighs under 2kg, which most do. Otherwise we use either City Link or DHL couriers and you will have received a tracking number. As many of our customers work during the daytime and there is no-one at home, we do receive chase-up calls asking about packets that have not arrived, even though the customer has received a card from Royal Mail! Therefore this page is designed to help you & us ensure your item is received as quickly as possible with the minimum of fuss.

Dispatch confirmations

When we dispatch your goods you will receive a system message to notify you, which will state the expected delivery time.

If you have not received your delivery when expected but have received dispatch confirmation from us, we will have retained proof of shipping that can be provided as evidence of us dispatching your goods. This article is designed to assist you in tracking down undelivered items of mail for our UK customers. International customers – please contact us for your tracking number.

If you were out…

If Royal Mail has left a ‘We’re holding an item of mail for you’ card at the delivery address, the card gives you the address and opening hours of your local delivery office, so you can pop in and pick up your mail, or you can telephone them and ask for your mail to be redelivered when you’ll be in. Please click here for further details.

Ask, ask, ask!

If Royal Mail has not left a card, but we have dispatched your goods is it possible that the card could have been caught up in junk mail/kids have taken it to draw on/it’s been taken by another family member? These are all real situations whereby customers has asked us to investigate deliveries that the postmen says he left a card but the customers could not find it!

How we can assist

We urge you to check for undelivered packet with your local Royal Mail delivery office yourself because the process takes time and most customers find it quicker and easier/more discreet just to ask themselves at the local delivery office. Also, if we have to provide you with a replacement parcel a charge may be involved if the item is later returned to us (see below).

You can locate your local delivery office here by entering the business name “Royal Mail” and your delivery postcode.

Discretion is assured!

All goods are sent under plain cover and whilst there is no company name on the outer packaging, we include a code for return of undelivered parcels, so that the Royal Mail can send them back to us unopened.

Please check before asking for a replacement!

Please note that if an item is subsequently returned to us after we have provided a replacement we will make a charge for the delivery of the replacement item, so please check before requesting a replacement!