This Applies to Sellers Locally and Internationally.

If the buyer's order has not been delivered, it's the seller’s responsibility to make sure the item is delivered to the buyer.

If the seller used a courier or Royal Mail, it's the seller's responsibility to chase the courier or Royal Mail to find out what’s happened to your order.

It’s not the buyer's responsibility to chase the courier or Royal Mail to find out what’s happened to their order.

Remember, any shipping instructions provided by you (the seller) that might apply to the item being delivered must be honored by you.

The first step to take is:

• Check the buyer's address and make sure the item was sent to the same address as shown in the invoice. (or secondary address selected by the buyer)
• If the item was sent out for delivery using track and trace - check the location to see where it is.
• Check to see if you have received an email from the courier or Royal Mail letting you know about some issue with delivery.

If the buyer's delivery details are correct you should contact the courier or  Royal Mail to ask where your order is.

Sellers claiming the order was successfully delivered to the buyer must have evidence to prove this claim, BNSBids may ask to see this at any time should the seller or buyer contact us.

If the item is not delivered to the buyer then the buyer can ask for a re-delivery or their money back.

It will help both sides - Sellers and buyers - if all Deliveries and Returns are sent out using Track and Trace. If however, you (the seller) find out about the delivery issue try to explain the situation clearly then the buyer will have a clear understanding of the delivery issue.

The buyer may still ask for a full refund - if this is the case then a full refund must be given back to the buyer using the same payment method.

If the Item is Being Shipped International:

Remember that if the buyer has bought something from outside their country, the buyer might need to pay VAT, customs duty, or other fees relating to items being imported. the buyer won’t get their item until they have paid these fees.  The company that’s delivering your item will/should send the buyer a bill telling them what they need to pay. 

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