Delivery IssuesUpdated 13 days ago
Misdelivered / Missing Orders
We understand how stressful it can be when a parcel goes missing or is delivered incorrectly!
While Alf the Label is not liable for lost or misdelivered parcels caused by the courier, we’re always here to help where we can and will do our best to support you in locating your order or exploring solutions.
Step 1: Contact the Courier
In many cases, the courier may have marked your parcel as delivered and left it in a safe, out-of-sight location. As a first step, we recommend reaching out directly to the courier that delivered your parcel with your tracking number to see if they can provide more information or help retrieve the parcel.
Step 2: Still No Resolution?
If the courier is unable to locate your parcel or provide a suitable resolution, please get in touch with our customer service team and we will be happy to look into your situation further to see how we can assist.
Be sure to include:
- Your order number
- The tracking information provided
- A brief summary of your contact with the courier
Email our team via the contact box below.
Return to Sender Orders
Sometimes parcels are marked as "Return to Sender" if delivery is missed and they’re not collected in time. We know this can be frustrating, and our team are more than happy to assist here!
If Your Parcel Has Been Returned
Once your parcel is on its way back to us, we can either:
- Send out a replacement order, or
- Organise a refund (less any initial shipping charges)
All we need is confirmation from the courier (or your tracking link) to show that your parcel is making its way back to us.
What to Do Next?
If this has happened to you, just send us a message via the contact box below.
Let us know your order number and whether you’d prefer a refund or a replacement. As soon as your tracking shows the parcel is headed back our way, we’ll get things sorted for you right away!
Customs Delays / Requests
Delays at Customs
From time to time, international parcels may be selected at random for a customs inspection. This is completely normal, and, in most cases, parcels are processed within 2–4 business days.
While we understand delays can be frustrating, customs processing is outside of our control and unfortunately can’t be expedited. If your parcel has been held for longer than 4 business days and you're concerned about the progress, feel free to reach out to our team, we’re always happy to check in from our end!
Customs Information Requests
If your local customs office reaches out requesting more information about Alf the Label products, you're welcome to:
- Pass on our contact details: [email protected], or
- CC us into the conversation, so we can assist with the request directly
We’re more than happy to provide any details needed to help get your parcel moving.
Important Note About Refusals
If customs requires information from you directly (such as ID or order confirmation) in order to release your parcel, and you choose not to provide this, your parcel may be returned to sender. In these cases, you will be responsible for any return shipping charges associated with the refusal.