Royal Mail delivery delayed?
Here’s what to do.
Our tortillas are fresh and perishable, so a delivery delay can sometimes reduce the time you have to enjoy them at their best. The good news is that our retail orders are covered by our Freshness Guarantee when the conditions below are met.
Looking for wholesale delivery help?
This page covers retail orders sent with Royal Mail. If you are a wholesale customer with an APC delivery issue, please use our dedicated wholesale delivery help and Fresh Delivery Guarantee page.
My parcel hasn’t arrived
Royal Mail Tracked 24 is a next-working-day delivery aim rather than a guaranteed next-day service, so an occasional delay can happen. Here’s what to do if yours hasn’t arrived when expected.
Check your tracking
Start by checking the latest Royal Mail tracking information using the tracking number in your dispatch email.
Tracking will usually tell you whether your parcel is still moving through the network, has reached your local delivery office, has had an attempted delivery or has been delivered.
If delivery was attempted
Royal Mail will normally make another delivery attempt on the next working day.
You can also use Royal Mail’s redelivery options or collect the parcel from your local Delivery Office where available.
Because the parcel contains fresh food, please take reasonable steps to receive or collect it as promptly as possible.
If it appears stuck or lost
There is unfortunately very little a recipient can do to speed up a parcel that is delayed inside the Royal Mail network.
If tracking has stopped updating for an unusual length of time, please contact MASA rather than spending time trying to chase Royal Mail.
We can check the tracking from the sender’s side and deal with Royal Mail where appropriate.
Tracking says delivered, but you don’t have it?
First check the Royal Mail delivery photo, your nominated Safeplace, neighbours and anyone else at the delivery address who may have accepted it.
If it was only marked as delivered today, Royal Mail advises allowing a little extra time in case the delivery scan happened before the parcel actually arrived.
If the parcel still cannot be found, contact us and include your order number and Royal Mail tracking number.
Received your tortillas? Refrigerate them straight away
MASA tortillas are a fresh product and must be refrigerated after delivery.
Please place them in the fridge as soon as you receive your parcel and follow the storage instructions printed on the packaging.
Correct storage is a condition of our Freshness Guarantee. If the tortillas are left at room temperature or stored contrary to our storage instructions after delivery, we will not be able to replace them or provide store credit if they subsequently spoil.
Our Freshness Guarantee
Why we offer a Freshness Guarantee
We want your tortillas to arrive lovely and fresh and to give you the best possible experience of them.
Our tortillas will often remain perfectly good beyond their stated best-before date, but we use a relatively conservative best-before period because we want customers to enjoy them at their best.
The best-before period also allows for the normal time that a parcel spends travelling through the Royal Mail network before being placed in your fridge.
Occasionally, however, an unusually long courier delay can mean that tortillas show signs of spoilage before their stated best-before date. When that happens, and the conditions below have been met, we will replace the affected tortillas or provide store credit.
What the Freshness Guarantee provides
If your retail tortillas spoil before the best-before date shown on the pack, and they have been received, handled and stored correctly, we will provide either:
- Replacement of the affected tortillas at no additional charge, or
- Store credit equal to the value of the affected tortillas.
The remedy provided will be at MASA Tortillas’ discretion.
Correct storage is a condition of the guarantee
The Freshness Guarantee protects you when tortillas spoil prematurely despite being handled and stored correctly.
Once your parcel has been delivered, the tortillas must be placed in the fridge promptly and stored in accordance with the instructions on the packaging.
When you contact us, we may ask you to confirm:
- When the parcel was delivered
- When the tortillas were refrigerated
- Where and how they have been stored since delivery
If the tortillas have not been refrigerated promptly after delivery, or have otherwise been stored contrary to our instructions, they will not qualify for replacement or store credit under the Freshness Guarantee.
To qualify, please
- Refrigerate the tortillas promptly after delivery.
- Store them according to the instructions printed on the packaging.
- Take reasonable steps to receive, collect or rearrange delivery promptly if Royal Mail cannot deliver the parcel.
- Contact us before the affected product’s best-before date.
- Send us clear photographs showing the affected tortillas.
- Provide the best-before date and any other information we reasonably need to investigate the problem.
The guarantee does not cover
- Tortillas stored incorrectly after delivery.
- Tortillas left unrefrigerated for an unreasonable period after delivery.
- Delays caused by incorrect or incomplete address details supplied with the order.
- Parcels knowingly left awaiting collection or redelivery for an unreasonable period.
- Deterioration caused by something other than a qualifying freshness issue.
- Claims first reported after the affected product’s best-before date.
- Wholesale packs of tortillas.
My tortillas have gone off – what should I do?
Please contact us as soon as you notice the problem and before the best-before date shown on the affected pack.
Please send us:
- Clear photographs of the affected tortillas
- A photograph showing the best-before date where possible
- Your order number
- A brief description of how the tortillas have been stored
We may also ask when the parcel was delivered and when the tortillas were placed in the fridge.
Important information
The Freshness Guarantee on this page applies to MASA retail tortilla packs only. Wholesale orders are covered separately under our wholesale Fresh Delivery Guarantee .
It covers the affected tortillas only and does not cover indirect or consequential losses.
MASA Tortillas will provide replacement goods or store credit at its discretion.
The Freshness Guarantee is provided by The Little Tortilleria Ltd trading as MASA Tortillas. Nothing in these terms excludes or limits any rights or remedies that cannot legally be excluded or limited.