Are my supplies lost or just stuck? Please help

[matthews8286]

Hello, is there anyone on here that could possibly help me try to find out what's happened with my shipment? I had supplies shipped over from India, as I have several other times before with no problems. This time though has been very different. The tracking number is:
RR389702822IN
Tracking updates were regular from dispatch, until it got to the UK. My last updates were:
Nov 29 - Received receptacle from abroad;
and then twice for 2nd Dec it states - Item received Langley HWDC.
This is the last I have heard about my shipment, and I have no idea if it's lost or delayed due to strikes, or if there's a customs issue; either way I've heard nothing or had no notices. I can't think it would be a customs issue, as I've shipped such materials numerous times and they're not prohibited; and as stated I've never had an issue before. I've been in touch with my supplier, and they have only got the same info I have, that once my order reached Langley, it just hasn't moved. Is there a big problem at this place? Thanks in advance to anyone who could shed some light xx

[matthews8286]

**UPDATE INFO - EVEN MORE CONFUSED!!***
So the info I provided was what it was saying on Etsy, through which I placed my supplies order. I hadn't looked on the Royal Mail tracking page for several days, although it had been saying the same thing pretty much. I've just gone onto Royal Mails tracking page again; and it now has an update from the 17th Dec showing, simply saying "item received". I've looked at the further info, expecting it to say the same as it had done previously ( "further information will be provided as moves through system") BUT, it's saying that it's been received at an international processing site, and is being prepared for despatch overseas!!!! What does this mean? It sounds like my order is being sent abroad, why?? I have never had any issues before, what is going on please as I need these items for my work. Please can someone help me

[TrueBlueTerrier]

If you need assistance you need to contact an official Royal Mail customer point. We are not an official site so I am afraid we cant help.

However, my first guess is that the 17 Dec scan was done in error and it may be on its way to you but held up in the Back log. Bus as I say you need to contact an official site to get authoritative information.

[matthews8286]

Hello, firstly thank you so much for taking the time to respond, I really appreciate it.
I tried ringing Royal Mail customer service this morning, and the girl on the phone mentioned something about an end of life event, whatever that is. I queried that obviously, and she put me on hold for a bit before coming back and saying that my item was still in the UK. So I asked again about the 'end of life' thing and what that meant, and she said she was wrong about that, that was something else; and that her side was saying my item was still in the UK, and held up in customs. So I asked her why it's showing in my side that my items are getting prepared for despatch overseas; and she just said she didn't know and she understood the confusion. I asked if there was any kind of charge showing that needed to paid, but she said it wasn't showing anything like that; she just said again it's definitely still in the UK, and just delayed at customs. That's fair enough, but to be honest I'm feeling even more confused now.

[SpacePhoenix]

Is it anything that could potentially cause issues with customs?

[TrueBlueTerrier]

I have no idea what "end of life" is to with Royal Mail, but a pure guess I think it would mean they have a cut-off date to start investigations or it has gone beyond the claim date. But that is something like 3 months from sending if I remember right, so it would not apply to your issue.

Another guess is if it is perishable perhaps it's gone beyond the date for that.

Both are just guesses though, you never know someone from customer services may find this and explain what it means, though the chances for that are very slim.

[matthews8286]

In response to SpacePhoenix, I can't see why. It's just a batch of small jasper stones for making pendants with. They aren't high value, but I did buy quite a large batch of them, and wondered if the seller had not filled out the declaration correctly, and there was a charge to pay. That has happened once before, but they still got to my local sorting office, and I got a card telling me I needed to pay something. I've had nothing like that at all this time, and the lass I spoke to also said it wasn't showing that for her. Can't see that there'd be a problem with them; as I said I've bought stones from overseas before. Like with the girl I spoke to, tracking on my side indicates they are still in the UK, but it's very confusing that my side says they are now getting ready for despatch overseas. That sounds to me like they are getting prepared to be sent back to sender in India. There's nothing on my side to suggest anything being held in customs, or that there was a problem. I realise that she can't really tell me much about customs, they are a bit of a separate entity I think, but I did ask if there was a way I could contact them. She said there wasn't. I noticed that she didn't actually assure me that they weren't getting ready to be sent back abroad, just that they were still in the UK, and she reckoned held up in customs due to delays caused by industrial action etc. That's fair enough, but it is very confusing, and if I'm honest I wasn't left feeling that confident in what she was telling me. I mean she didn't say that tracking update of being prepared for despatch overseas was a mistake; she just didn't know why it said that. I'm not really sure what I can do now, if anything. Is there a way of finding further information?

[matthews8286]

Hello, further info...and I really want to cry now ... spoke to another Royal Mail advisor (bless him he was really trying to be informative), and after taking my tracking number informed me that he had a different postcode, although correct name and address. However, because of the postcode error, he was unable to get into any more tracking info (I obviously couldn't confirm whatever postcode he had showing). He could only give me speculations as to what might have happened/be happening with my shipment. At one point he was saying that the update I had dated the 17th December, saying my item was being prepared for despatch overseas, was wrong, and it could actually be making its way or already be at my local office....then he was later saying it could be getting sent back to sender or now be lost. He really couldn't help much but he did try his best. May I ask please, what the chances are of me actually getting my shipment, with a correct name and address, but incorrect postcode on an international parcel? Thank you in advance.

[Snaggletooth]

May I ask please, what the chances are of me actually getting my shipment, with a correct name and address, but incorrect postcode on an international parcel?

The international parcel bit is irrelevant to this: it makes no difference where it originated.

As for the rest, it depends how wrong the post code is. If the first couple of characters are correct then it will probably make its way to local staff who know the streets where you live and can sort it out. If the first part is garbled, the chance is much lower.

[matthews8286]

Hello, thank you so much to those of you that took time to answer my questions. Bit of an update, as things got very strange. After being informed that the postcode was wrong, I went back to my supplier to ask if he had the receipt from posting at his end, basically to see if I could find out the postcode error, because if I could confirm the incorrect one then customer services could look into the tracking more, and possibly suss out if there was a customs issue, or if it was actually getting sent back to sender. Long story short, after all the to-ing and fro-ing, a knock on the door at around 2pm yesterday sees a lovely postwoman hand me the exact package that the sender had just sent me a picture of! Tracking still said it was at Heathrow getting ready to go overseas....and the postcode was correct too! Honestly couldn't stop laughing with relief, the post lady must've thought I was nuts!! So my shipment got to me safely in the end. Yes it took a lot longer than normal, but it got to me. Only now has the tracking side of things caught up and corrected itself. So to anyone on here that is feeling the way I was feeling the past couple of days, I'd say to take tracking info with a pinch of salt right now, and not lose hope. Thank you again for all the help guys, it was very appreciated xxx

[TrueBlueTerrier]

Thanks for the update - glad it all worked out eventually.