If something goes wrong, here's how we make it right.
Every parcel on our network is documented end to end. That same record is what lets us assess a claim quickly and fairly when you need us to.
Three things we put right.
Damage in transit
An item arrives broken or damaged due to handling on our network.
Loss of a parcel
A parcel is confirmed lost and cannot be located after investigation.
Significant delay
Delivery runs materially beyond the quoted window without a valid reason.
Four steps to resolution.
Report within 7 days
Raise the issue within seven days of the expected or actual delivery date, using your tracking number.
Share evidence
Send clear photos of the item and packaging, plus a short description of what went wrong. We match it to our weigh-in and intake photos.
Assessment
Our operations team reviews the parcel history — collection, warehouse, dispatch and delivery — and the transporter's record.
Resolution
Where a claim is valid we offer a repair, replacement, refund of the carriage fee or declared-value cover, depending on the case.
Know what you're covered for.
Standard carriage includes limited cover based on the carriage fee. For higher-value items, declare the value at booking so additional cover can be arranged — undeclared value cannot be claimed in full.
- Claims are assessed against the declared value, not sentimental or replacement-at-retail value.
- Prohibited or undeclared restricted goods are not eligible for any claim.
- Most claims are resolved within 14 business days of receiving complete evidence.
Need to raise a claim or dispute?
Have your tracking number ready and our team will guide you through it.
Start a claim