HOW TO MAKE
A CLAIM

We understand that your parcel is important to you and your recipient. That’s why we always strive to deliver your parcel in the same condition it was sent. However, from time-to-time accidents do happen and parcels can get damaged in transit. Should your parcel be delivered to your recipient and the item inside is damaged, you can submit a claim. Your claim will be investigated by our Claims department and if found to be valid, we will provide compensation for the item. In this guide, we show you the simple steps you will need to take when booking your parcel delivery to ensure the contents are covered and how to make a claim in the event your parcel gets damaged in transit.

HOW TO MAKE A CLAIM

Should your parcel get damaged in transit or go missing, you can make a claim by following the simple steps below:

Step 1: You must be the sender

To make a claim, you must be the person who sent the parcel. If you have received a parcel which is damaged, you will need to get in touch with the sender as soon as possible in order for them to make a claim.

Step 2: Get in touch as soon as possible

You will need to notify us of any potential claims as soon as possible. For damaged parcels, you have 14 days from the date of sending to get in touch with our Customer Service team. For missing parcels, you have 28 days from the date of sending.

Step 3: Contact our Customer Service team

Get in touch with our Customer Service team to notify them that your parcel is damaged. You can do this by clicking the ‘Contact us’ button which can be found in the footer of our website. Alternatively, you can send us a message via Facebook or Twitter.

You will be asked to provide:

Step 4: Claim investigated by Claims Department

The claim will be investigated by our Claims Department and either settled or declined. We will notify you of the decision by email and you will be credited where liability is accepted.

ENSURE YOUR PARCEL IS COVERED

As standard, we provide £25 contents cover on all parcels sent within the UK and £50 contents cover on all international parcels. If the item you are sending is worth more than this, we offer extended contents cover up to the value of £1,000.

When booking your parcel delivery, make sure you give an accurate value for the items you are sending. We’ll use this to work out how much cover you need. If your item is worth more than the standard cover given, we recommend taking out extended cover to ensure the full value of the item is covered. If you don’t take out extended cover, we will only be able to refund you £25 for UK parcels or £50 for international parcels – even if the item is worth more than this.

CHECK OUR RESTRICTED AND PROHIBITED ITEMS LIST

If you send an item which appears on our prohibited and restricted items list, this will invalidate your contents cover and we will not be able to provide compensation if your parcel is damaged. Below, we list some items which are not allowed through our network. This list is not exhaustive so it’s important to check our prohibited and restricted items list before booking your parcel delivery to ensure your item is permitted through our network.

We will also not provide compensation for parcels which exceed our maximum dimensions (over 25kg and 70cm x 70cm x 70cm). Before booking your parcel delivery, make sure you accurately weigh and measure your parcel to ensure it is allow through our network.

PACKAGE YOUR PARCEL SECURELY

As the sender, it is your responsibility to ensure the parcel is securely packaged. Failure to do this could also invalidate any claims made for damaged goods. Take a look at our top tips to ensure your parcels is securely packaged for transit:

1. Wrap each item inside the box in bubble wrap

2. Fill any empty space with packaging chips

3. For heavy items, use a sturdy, double walled box

4. Seal all opening and seams with strong parcel tape

For more information about making a claim, take a look at our terms and conditions.