We are very sorry your order has not arrived.

This can be for a number of reasons:

- Wrong or incomplete address entered at checkout.

- Duty & Taxes not paid (in this case, you order will be returned to us).

- Your order may have been lost in transit by the Postal Services.

What to do next

If your order has not arrived, please reach out to our Customer Services team on support@highlandtitles.com and they will be able to initiate an investigation into what has happened. The investigation may take 5-10 working days. If an order is deemed lost or undeliverable, the customer service team will initiate a claim.

Please ensure you reach out to us within 30 days of the processed shipment date. If you contact us about your missing order outside this time limit, unfortunately we will be unable to assist you due to time lapsed. Tracking information often expires after 30 days.

Reshipments

For orders under £75, we will resend the product only once if the original order is lost or undelivered.

For orders over £75, we will resend the product up to twice in case of loss or undelivered items. No further reships will be made after two attempts.

*In the case that we have reached the limit of reships on your order, we will have to unfortunately cancel the order and refund your order in full.

* Please note that if an incorrect address is entered at checkout, we are unable to reship the order. Once a parcel has been delivered, it cannot be retrieved, and we are unable to recover the costs. To prevent this issue, we kindly ask customers to double-check their delivery address at checkout.