Parcel delivered to wrong country

jakazvaka · Post by **jakazvaka** » 17 May 2016, 12:03

Hello! I am writing this with hopes that someone has had a similar experience. I have places an order on 28/04/2016 on makeuprevolutionstore.com. A couple days later, I recieved a tracking number in my e-mail. I immediately went to Royal Mail's website to check where my parcel is. It was sent via International Tracked and Signed. The status said: "Gatwick mail centre, on its way to Heathrow Worldwide DC. It also contained a link to a list of RM's delivery partners all over the world, so I found my country (Croatia) and tried to track the item on their site. It said "No information, please check your item identifier". I thought that they simply haven't updated the site yet, so I didn't worry that much about it. I kept checking both sites every day, but nothing changed. After 10 days I was really stressed out because I expected at least one tracking update. I contacted Royal Mail via e-mail, contacted the sender and my post office. All of them told me the same thing: if the package does not arrive by 28/05/2016, I should contact the sender once again and they will then do the complain thing or whatever. I tried to explain to the Royal Mail contact service that I want to know why my item isn't being tracked (as it should be- their site promises at least 5 tracking points from one end to another), but after a few e-mails I realized that it has no point whatsoever. My frustration kept going for a couple more days, and today I went completely crazy after seeing that the tracking status changed to "Delivered". I called my country's central post office, called my local post office, only to find that it, of course, isn't there. The RM tracking site says it has been delivered this morning to SHEERNESS PDO. I don't know which of these make less sense, the fact that 17 days after the first update, the package has been delivered in the wrong country, or the fact that it tool them 17 days to deliver one parcel from Gatwick mail centre to a town that is one hour away? I contacted the sender and RM customer service again, but God knows how long I will wait for their response. I am completely confused and in need of some answers, as the value of the parcel is around £100, and not to mention that I need it here by May 26th or I will experience a loss even bigger than the value of the item. Thank you in advance!!

Post by **TrueBlueTerrier** » 17 May 2016, 16:14

what is the tracking number so we can check it for ourselves.

Sheerness PDO is a UK office so it appears it was either returned to sender for some reason, or it never left the country because it contained a banned item. Knowing what your tracking number is MAY help explain whats happened when we check the tracking codes.

Knowing your tracking number will not give us any access to private details.

jakazvaka · Post by **jakazvaka** » 17 May 2016, 19:49

RF096518545GB
It contains make up, and I'm pretty sure that it never came to Croatia because the address is 100% correct and I don't see a reason why it would be sent back to UK rather than delivered to me. And by the way I'm very thankful for your interest in looking into this!

Post by **Snaggletooth** » 18 May 2016, 08:11

Did it contain an aerosol, say glitter spray or spray-on hair? They would be banned in the international mail.

jakazvaka · Post by **jakazvaka** » 18 May 2016, 09:30

http://www.makeuprevolutionstore.com/pr ... 100ml.html" onclick="window.open(this.href);return false; Only this spray. But how could they know what's inside the package? Croatia is in Europe so there should be no customs clearance proccess, right? And I doubt it that they open and check packages in RM. And if this item is considered prohibited, how did all the other people got it delivered? And why did no one contact me about it for 17 days? I really don't understand a thing

Post by **Snaggletooth** » 18 May 2016, 12:59

Royal Mail x-Ray all parcels. If anything inside looks like it is illegal under International Air Transport Association rules then it is sent to another section for opening and examining. This happens all the time.

It is criminal offence to send aerosols in the international mail. As far as I can tell, your item is not an aerosol. I have looked down the ingredients list and I can't see anything that looks like a propellant. Also, if it was an aerosol then Royal Mail would probably have destroyed the package. However, I looked down the list of prohibitions and restrictions set by the Croatian government on the RM website. Both cosmetic products and (separately) lacquers are on the list of banned products for Croatia.

So my best guess is that the item you linked to triggered suspicions of illegal contents, and on further checking RM found that the items were legal at this end but banned under Croatian law. RM would then be obliged to return the item to the sender. This process would take a couple of weeks (actually, it often takes months) and there would be no communication of this with the customer except for a small red sticker attached to the parcel.

Post by **Snaggletooth** » 18 May 2016, 13:07

jakazvaka wrote:And if this item is considered prohibited, how did all the other people got it delivered?

I think you have had a problem with Crotia specific customs rules or rules which apply to international mail. It is legal to send aerosols within the UK via Royal Mail as long as certain strict rules are followed, and there are no restrictions on sending cosmetics within the UK or (from memory) to most EU countries.

Post by **TrueBlueTerrier** » 18 May 2016, 13:27

Cosmetics are a restricted item for Croatia. So if it didn't have the correct paperwork it would have been returned to sender. I would contact the sender.

http://www.royalmail.com/croatia" onclick="window.open(this.href);return false;

Essential oils and resinoids; perfumery, cosmetic or toilet preparations

IcanthelpthewayIam · Post by **IcanthelpthewayIam** » 18 May 2016, 14:12

just had a loo at the company information for makeuprevolutionstore.com, their return address has a postcode of me11, sheerness spdo is close by, I would hazard a guess that the item has been returned to sender, best bet is to contact them, as it will say on the item exactly why it has been returned

jakazvaka · Post by **jakazvaka** » 18 May 2016, 16:58

Thanks for your effort, this means a lot! I already contacted the sender but they haven't replied yet. Looks like all I can do is wait and see what happens. I appreciate your help, thanks again!!!

Post by **TrueBlueTerrier** » 18 May 2016, 17:02