Tips on Making a Claim

Making a claim
Despite the best efforts of the first-rate courier companies we use, occasionally a parcel will be lost or damaged during delivery. If this happens, the sender must submit a claim within 14 days of sending the parcel.
What cover does my consignment have?
On most of Parcel2Go.com’s parcel delivery services, free compensation cover for loss and damage up to the value of £50 is included in the price. To check the cover of individual delivery services, click on the service on the home page, click on the “Description, Service & Restrictions” button and look under the “Features” heading. Extra compensation cover is usually available for an additional fee and this prompt appears during the online booking process.
Do I sign for goods if they are damaged?
If the parcel is damaged, please sign to accept it but note that it is damaged. If the parcel is accepted in “good condition”, it is not possible to process a claim.
Under what circumstances am I unable to make a claim?
There are some exclusions which prevent you from making a claim. For example, you will be unable to claim for any items on our prohibited items or no compensation items lists, or if the item was not boxed or packaged adequately.
How do I make a claim?
If a parcel has been damaged or has failed to arrive at its destination, the sender must complete a claim form and submit it with the following supporting information. This will enable us to process a claim efficiently.
For ALL claims we require:
1. An invoice, receipt or purchase order showing the value of the consignment. Where the consignment constituted a commercial transaction, this proof of value should indicate the parcel content’s cost value minus VAT and profit margin, not the sale value.
2. The documentation left at the collection point by the driver (the “Manifest” or “Airway Bill”).
For lost parcel claims, we also require:
3. Written confirmation from the receiving party that they have not received the item. If this is not submitted with the claim, the claim will be refused.
For damage claims, we also require:
4. Photograph(s) of the damaged item(s). Please note that damaged item(s) should be retained for inspection or salvage.
5. Photograph(s) and a description of the internal and external packaging used. Packaging must be adequate to avoid rejection of a claim. Please retain packaging during the claims process in case the goods need inspecting with the packaging.
Please do not delay submitting your claim. If you are unable to send photographic evidence immediately, you are advised to submit your claim as soon as possible without photograph(s). Please ensure we receive the photograph(s) within 7 days of the initial claim submission.
How much time do I have to submit a loss or damage claim?
All claims are subject to the following submission (not notification) deadlines:
Damage - 14 days from the date of despatch.
Part Loss - 14 days from the date of despatch.
Loss - 28 days from the date of despatch.
Claims received after these deadlines will not be considered. We process claims as quickly as possible.
Where do I send my claim?
Claim forms, accompanied by the information listed above, should be sent to:
Parcel2Go.com Claims Department
The Cube
Coe Street
Bolton
BL3 6BU

Tips on Making a Claim

Areas Covered

Delivery to...

Tools

About Us