Good Morning, thank you for your enquiry. My name is ***** ***** I am a Solicitor. From what you have described it sounds like the postal order has been lost in transit and on that basis I would advise that you follow the claim procedure through royal mail. Provided that the postal order has not been cashed then there should be no issues with having monetary value refunded to you or another postal order issued as per your initial request. Please see the process for reporting this problem - https://www.postoffice.co.uk/postal-orders-faqs
You’ll need to get a P58 (lost post form) from a branch and send it off to Royal Mail (their address is on the form) along with a photocopy of your proof of purchase. You’ll need to wait 15 days after posting before you can do that.
Remember to hold on to your original Postal Order receipt, as we’ll need the unique ID number should you wish to claim for the loss. See instructions below
If your Postal Order is stolen, please report it to the police and get a Crime Reference Number.
The police need to contact us with this Crime Reference Number. Then contact us using our contact form and we can issue a refund – as long as the order hasn’t been cashed.
If you wish to make a claim for your postal order, please send your original postal order purchase receipt, along with your personal contact details, to the following address:
Postal Order Correspondence Team
Method of Payment Team
Post Office Ltd
Please keep a copy of your postal order receipt for your records. The Post Office team will aim to respond within 35 days.