Undelivered Orders & Reshipment Policy

Delivery attempts and staying reachable

Our courier partners make documented delivery attempts and contact you on the phone number provided with your order. Please keep that number reachable and respond to calls and WhatsApp messages from us or the courier while your order is out for delivery. If delivery cannot be completed because the parcel is refused, unclaimed, the address or phone number is incorrect or incomplete, or you cannot be reached, the courier returns the parcel to our warehouse. This is known as RTO (Return to Origin).

Reshipment happens only after the parcel returns to us

A returned order is reshipped only after the parcel physically arrives back at our warehouse and passes receipt inspection. While the parcel is on its way back, it is in the courier's custody, not ours: it cannot be reshipped, refunded, or redirected to a different address during that time. No exceptions can be made, because we do not control a parcel we do not have.

Where the delivery failed for a reason outside our control, reshipped orders are prepaid only: Cash on Delivery is not available on a second delivery attempt of the same order. If the delivery failed because of a courier error, your original payment mode stays as it was. See "Why the delivery failed matters" below.

Return transit takes time

Return transit typically takes 1 to 3 weeks and its pace is controlled entirely by the courier. We track every returning parcel and act the day it arrives at our warehouse. Until then, there is genuinely nothing to expedite, and our team will not be able to speed it up however often it is checked.

If you prefer a refund, or we cannot reach you

Once the returned parcel is received and inspected, we confirm your preference by WhatsApp or phone:

• Prepaid orders: reshipment, or a refund to your original payment method less our shipping and processing costs
• Cash on Delivery orders: reshipment (prepaid, unless the delivery failed because of a courier error), or the order is cancelled and you owe nothing

If we cannot reach you for at least 7 days after the parcel is back with us, prepaid orders default to the refund described above and Cash on Delivery orders are cancelled.

Why the delivery failed matters

The terms above apply when the failed delivery was outside our control: an incorrect or incomplete address or phone number, a refused or unclaimed parcel, or an unreachable recipient.

If the delivery failed because of a courier error, for example no genuine delivery attempt was made or the parcel was routed to the wrong location, we reship free of charge with your original payment mode unchanged, and no costs are deducted from any refund.

Inspection and stock

Every returned parcel is inspected against our dispatch records when it arrives. If the returned unit does not pass inspection, or the product has sold out by the time it returns, we will offer you an equivalent replacement, store credit, or a refund.

Cancelling after dispatch

Orders can be cancelled free of charge any time before dispatch. Once dispatched, an order can no longer be cancelled or redirected. Refusing the delivery to force a cancellation is treated under the refused-delivery terms of our Replacement Policy and this page: any refund due is processed only after the parcel returns to our warehouse, less our shipping and processing costs.

Lost in transit

If tracking stops updating for an unusual length of time, contact us and we will open an investigation with the courier. Once the courier confirms the shipment is lost, you choose: we reship your order free of charge, or refund you in full. These remedies apply after the courier confirms the loss, not while the investigation is still running.

Marked delivered, but not received?

If your tracking shows the parcel as delivered but you have not received it, report it to us within 48 hours of the delivery scan. First, please check with household members, neighbours, and building security, where parcels are most often found.

We then investigate with the courier using proof of delivery, GPS data, and the delivery agent's records. A remedy is offered once the investigation concludes. Reports made after the 48-hour window are much harder for the courier to investigate and may be declined.

If your area becomes unserviceable

In the rare case that no courier partner can service your pincode after your order is placed, we will cancel the order and refund you in full.

Fair use

Failed deliveries cost real money in both directions of shipping. Accounts with repeated refused or failed deliveries may be limited to prepaid payment or declined service, as described in the fair-use terms of our Replacement Policy.

Contact Us

Questions about an undelivered order? Reach us at sales@belfordengland.com or WhatsApp +91 89378 54654 (10 AM to 8 PM, Monday to Saturday).