You'll need to contact our customer service team before your parcel is out for delivery. We'll do our best to stop the delivery, but unfortunately, it's not guaranteed.

We're really sorry to hear your parcel hasn't arrived. You can make a claim under the following conditions:

• You must notify us within 28 days of the parcel being collected or received by us
• The item sent must not be on the prohibited/restricted items list
• You or your recipient have ruled out the following possibilities:
  • Checked with members of the same household
  • If your parcel was sent to a work address, have you checked with  colleagues?
  • Have you asked your neighbours?
  • Double-check any secure locations outside of your property (such as garage, shed or porch)

Please contact us via Facebook, X or email to start the claims process.

Parcels can get mixed up for a number of reasons, such as the shipping label becoming damaged, obscured or dislodged during the shipping process or there’s been an issue during parcel sorting.

If you're the recipient
Please contact the person who booked the order with us to resolve this issue.

If you're the sender
If your customer has received a different parcel to what was sent, we'll need to open an enquiry to investigate further. Please contact us via Facebook, X or email to start the process.

We're really sorry if your parcel was damaged when it arrived. You can make a claim under the following conditions:

• If the damage is to the contents of the parcel, not just the box or packaging
• You must notify us within 14 days of delivery
• The item sent must not be on the prohibited/restricted items list
• You must send us photographic evidence of the damage to the parcel and the packaging

Please contact us via Facebook, X or email to start a claim.

You may be entitled to claim if your parcel has arrived damaged with some contents missing. 

To be eligible for a part loss claim:

• You must notify us within 14 days of delivery.
• The item you sent must not appear on our prohibited items list.
• You must send us photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.

Please contact us via Facebook, X or email to start the claims process.

If your claim is successful, you'll be entitled to a full refund of your postage costs and the agreed cost of your parcel's contents.

Please contact us via Facebook, X or email to start a claim.