Guide to making a claim
While we do everything possible to get your parcel delivered intact, very occasionally things can go wrong and parcels become lost or arrive damaged. If this has happened we’re very sorry to hear it and want to help you make a claim as quickly and easily as possible. Just follow the instructions below and the process should flow quickly and easily.
How do I make a claim?
Before you make a claim, please check a couple of things:
- Do your parcel contents appear on the prohibited and restricted items list?
Claims can’t be made if your parcel contents are on the prohibited and restricted items list set by couriers. If your parcel appears on this list you'll be unable to make a claim. Other items have maximum compensation levels which can also be found on the above page.
- Did you value your parcel contents at £0?
When booking your parcel we ask for a value of the parcel content which is used to help determine how much compensation is paid. If you valued your parcel as £0, you will not be eligible to receive any compensation.
- Did you value your parcel at £1 or more?
Some couriers offer a basic level of compensation of between £10 and £30 as cover for your parcel. If your parcel contents are valued at more than the inclusive compensation level of the courier you choose, you are offered the option of additional compensation cover. If you choose to remove this additional cover, the maximum compensation you can claim is the basic level each courier offers. You can check the inclusive compensation of each courier on their information page, it's important to note that Hermes and Collect Plus do not offer any inclusive compensation cover.
- Has it been more than 5 working days
sincethe collection date?
The couriers we partner with have imposed a maximum claim period of 5 working days from the date your parcel was collected (or dropped off). It is vital that you submit a claim as soon as you discover an issue with your delivery.
If your parcel is eligible for a claim please email firstname.lastname@example.org with all necessary information as listed below. If you don’t provide all the information required it could affect your claim.
To make a claim for a lost parcel, please provide:
- Proof of value - a receipt or invoice showing your parcel contents and their value. If you sent an item sold on eBay, the item number is acceptable as proof of value.
- Proof of loss – this can be a signed letter from the intended recipient confirming the item was never delivered. Please ensure that the letter is dated.
To make a claim for a damaged parcel, please provide:
- Proof of value - a receipt or invoice showing the contents of your parcel and their value. If sending an item sold on eBay, the item number will be accepted as proof of value.
- Photos of the damage - please ensure you show the item and where the damage has been sustained clearly.
- Photos of the packaging – please ensure you show all the packaging that was used to protect your items during the delivery, including the area where the damage occurred. Please also keep all packaging until the claim is resolved as some couriers ask to see this during the investigation.
If any of the above information is missing your claim could be rejected.
What can I claim for?
In the unfortunate event that you need to make a claim due to your parcel being damaged or lost en-route, you can do so within 5 working days of the estimated delivery date.
If you parcel was lost by the courier, you can claim for the value of the item up to the compensation value purchased with your booking. You must be able to prove the value of the item.
If you parcel was damaged by the courier, you can claim for the repair cost, or the cost of replacing the item if a repair is not possible. This is available up to the compensation value purchased with your booking. You must be able to prove the value of the item and any repair costs.
All items (excluding those on the prohibited and restricted items list) are sent with the basic compensation level agreed by the courier, excluding Hermes and Collect Plus who offer no inclusive compensation cover. If you choose to remove the additional cover from your booking you will only be able to claim for the maximum basic cover for that courier (between £10 and £30 dependent on the courier). If your contents were valued £0 at the time of booking, you will be unable to claim any compensation.
Some items have a compensation cap, such as mobile phones which can be covered for a maximum of £200 only. You can find a table of these limited compensation items on the prohibited and restricted items page here.
As services are not guaranteed, you are unable to claim for any other costs incurred if your parcel is lost or arrives damaged.
What happens next?
A member of the claims team will then review the claim and, if any additional information is needed, they will request this from you by email. Please ensure you respond
Once all required information is received, we will contact the courier directly to investigate the claim. Due to the timescales of the courier, the typical response time is 4 weeks however in some situations the timeframe can be much longer. We’ll do everything we can to speed up the process and have the claim settled as quickly as possible for you. Once the claim is resolved, we’ll advise you of the outcome by email.
I don’t agree with the decision on my claim, what can I do?
Once a decision has been made by the courier selected to deliver your parcel regarding your claim, we’ll contact you via email.
If you don’t agree with the decision they have made please get in touch as quickly as possible by emailing us at email@example.com. Please ensure that you include details within the email on why you disagree with the decision and attach any evidence to support an appeal.
We’ll contact the courier to appeal their decision. While we can’t guarantee that we can change their decision, we’ll do our best to fight the cause on your behalf.