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I'm sorry to hear that you still haven’t received your order #[ORDER ID], even though tracking says it’s been delivered. I will make sure this is investigated with the carrier.
[FOR ORDERS OVER 40 GBP: I’ve contacted Amazon Logistics to help us locate your parcel, we will contact you via email as soon as they respond. Please allow us for up to 24 hours to investigate this for you.]
In the meantime, please know that according to the tracking, the delivery was made on [date] at [time].
[IF APPLICABLE, INSERT ONE OF THE DELIVERED TO X PHRASES HYPERLINK HERE]. The address selected for your order was
[SHIPPING ADDRESS]
We’d also recommend that you check with your neighbours [ADD NAME OF PREFERRED NEIGHGBOUR IF SPECIFIED], members of your household or if applicable, your workplace to find out whether they’ve taken delivery of the parcel on your behalf. Occasionally, parcels that are at first thought to be lost turn out to have been left with a neighbour or delivered to a safe location.
[IF BELOW 40 GBP AND FRD HAS NOT PASSED: In the unlikely event that you haven't received your parcel by [FRD_DATE], please let us know by replying to this e-mail and we'll assist you further.
We ask you to wait until then because this order may reach you before a refund or replacement is completed. We take full responsibility if any item becomes lost during delivery and will be happy to refund you if your order doesn't arrive. ]
To view your tracking details at any time, please visit Your Account:
https://amazon.co.uk/youraccount
You can find information and watch a short video about locating orders that have been scanned as Delivered, but haven't been received yet, here:
https://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=201910830
[IF CUSTOMER QUESTIONS SIGNATURE REQUIREMENT: To further answer your question, Amazon Logistics only require a signature for delivery on certain types of parcels, making it easier and more convenient for you to receive your order. ]
If your order arrives in the meantime, you don't need to contact us.
Thank you for taking the time to write to us and for bringing this to our attention. We look forward to seeing you again soon.
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