A Blind or Parcel Is Missing from My Delivery

Introduction

Multi-blind orders are sometimes dispatched across more than one parcel, and individual items can occasionally be omitted in packing. Neither scenario is the end of the road — but acting promptly and providing the right information at the outset significantly speeds up the resolution.

What should I do if my entire parcel has not arrived?

Has a tracking notification been sent? Consult the tracking link first — the parcel may be with a neighbour, in a safe place, or awaiting a delivery attempt
Does your order confirmation show the expected number of parcels? Some orders are split across multiple deliveries

If tracking shows delivery but you have not received the parcel, we will investigate with the courier, check whether a safe-place delivery was made, and initiate a claims process if necessary.

What should I do if some blinds are missing from a multi-blind order?

Your order reference number
A description of which items are missing
Photographs of what was received, if possible

We will review packing records, check whether multiple parcels were dispatched, and investigate with the courier if required.

What if brackets or accessories are missing?

The same process applies — contact newblinds.co.uk/delivery-queries immediately. Accessories are sometimes packed separately, so before reporting, check all packaging, including inner dividers and protective wrapping within the box.

What if installation instructions are missing?

Contact us via newblinds.co.uk/delivery-queries. Additionally, installation guides for most products are available on the newblinds.co.uk website and can be accessed immediately if you need them before your replacement copy arrives.

How do I verify what should have been in my delivery?

Your order confirmation details all items that should have been included. Cross-reference what you have received against your order confirmation before reporting — this gives you an accurate list of what is genuinely missing.

What investigation steps are taken?

When a missing item is reported, the following steps are taken:

Tracking and courier communication reviewed
Packing records for your order checked
Confirmation of whether the order was dispatched across multiple parcels

This process is thorough but not lengthy — most investigations are completed quickly, particularly where the order reference is provided at the outset.

How quickly are missing items dispatched?

Ready-made or off-the-shelf items: dispatched within 24 hours of the claim being approved, subject to stock availability
Made-to-measure items: these require a remake at standard lead times, though every effort is made to prioritise and expedite these cases

There is no charge for dispatching missing items.

What happens if the courier shows the parcel as delivered but I have not received it?

This is a more complex situation, but it is not unresolvable. The investigation will include:

Checking courier records and photographic evidence from the delivery driver
Verifying whether the parcel was left with a neighbour
Checking whether a safe place delivery was noted
Initiating a formal claim with the courier if necessary

The timeframe for resolution varies depending on the courier's investigation process. Once the investigation concludes and a replacement is approved, lead times for the replacement will depend on the product type.

Tim Pendleton