FAQs: Tracking orders and returns
1. My order hasn't arrived yet.Most of our orders are despatched the day they are submitted. Please check your despatch confirmation e-mail for information on the delivery method for your order, including a tracking link (where relevant).
If your order has been despatched as 2nd class post, we are unfortunately unable to track the delivery of this. Should you not receive your order within five business days, please re-order your items.
If you have had an unsuccessful delivery attempt for your order please contact be.mac@macmillan.org.uk so that we can look into this.
2. I have received a delivery confirmation e-mail but can’t find my order. What should I do?
We are unfortunately unable to provide much more information about the delivery of any orders other than that provided via the tracking links in our despatch confirmation e-mails.
If you have received confirmation that your order has been delivered, but cannot locate this, please place an additional order. When doing so, it is a good idea to amend your delivery address to include as much information as possible (such as a department name or room or floor number). Deliveries to hospitals in particular can easily get lost internally if there is not sufficient information in the delivery address.
Please note that Covid-19 has affected our couriers’ capacity to deliver to non-central locations (such as post rooms or “goods in” locations). You may accordingly need to amend your delivery address to ensure successful delivery.
3. I have received the wrong items, and some items are missing. What should I do?
If you have received the wrong items with your order, or find that some items are missing, please e-mail be.mac@macmillan.org.uk so that we can look into this for you. When detailing any items that you have received by mistake please include the full MAC code and quantity of these, so that we can include this information in our records.
We are happy to organise a collection of any items that have been sent to you by mistake. When requesting this, please confirm a full collection address, contact, and a convenient date for the collection to take place. Please note that we cannot guarantee a collection within a specific time frame.
Please note that Covid-19 has affected our couriers’ capacity to collect from non-central locations (such as post rooms or “goods in” locations). You may accordingly need to amend your collection address to ensure this successfully takes place. Should you be unable to leave any items in a post room (or a “goods in” location) you may wish instead to destroy or recycle these, however is most convenient for you.
