Route Information

About Route

We know that sometimes parcel deliveries can go wrong, especially in these difficult times of Covid, Brexit and extreme weather conditions.

We have therefore decided to partner with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

In the event your parcel is lost, damaged or stolen and you have purchased Route on your order, you can login to the Route Portal to log a claim for the parcel. Please note, should you return your order for an exchange, Route will not be applied to the exchange parcel. 

You will need your Route order number and email address to login to the portal:

Resolving the issue is very straightforward and you can choose the option of reorder or refund. Route will then action your request. Where any items are out of stock when reordering, Route will contact you to ask if you would like to receive an alternative up to the same value or a refund so that you can take your time browsing the website again.