Troubleshooting Lost or Late Deliveries

Non-tracked and Non-insured

Unfortunately there is no way to track non-tracked or non-insured deliveries. If your parcel is returned to Cousins we will immediately contact you to arrange re-delivery. Please be aware it can take up to several weeks for the carrier to process and return your order to us.

  • Occasionally heavy or bulky items can take longer to be delivered or go missing.
  • Compensation or refunds are not available for lost parcels.
  • If you require proof of posting this is available on your emailed invoice and shown in "My Orders".

Tracked & Signed For

To track the progress of your delivery go to "My Orders" or use the link provided on your invoice.


How to Claim for a Lost Parcel

If you believe your parcel has been lost, you can submit a claim. Locate your order and select the 'Contact Cousins' button under 'Parcel Problems?'.


How to Claim for Late Delivery

Unfortunately Cousins are unable to claim for late deliveries on behalf of customers. We advise any disputes of this nature should be taken up with your carrier directly. This is in accordance with our terms and conditions.