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Customer Help Centre

What can we help you with?
Q.

Can I make a claim for my parcel?

A.

You will only be eligible to make a claim for a full refund if:

  • The order in question was booked with your name and email address
  • You added Parcel Protection to your order during booking
  • The item you sent with us does not appear on our prohibited/no compensation items list.

If you did not attach Parcel Protection to your order, you may still be eligible for a refund on the parcel’s carriage costs.

There are also some articles that we can cover for loss, but not for damage. You can see them here.

We class damage to a parcel as damage to the item you have sent, not damage to the box or packaging it was sent in. Therefore, you won’t be able to claim for parcels where it is the packaging alone that has been damaged.

To make a claim for damage, you’ll first need to log into your account.

If you do not have an account, you will need to register to log a claim online. You will need to register using the e-mail address you used to book the order. You can quickly register here.

Once you're logged in, click here to enter the details of your parcel, and follow the on-screen instructions.

If you believe that the parcel you sent might have been lost in transit, we advise that you check whether or not your parcel has passed it’s expected delivery date.

You can find your estimated time of delivery here.

If your parcel is past its expected delivery date by 3 days or more, you can contact us to look into a potential loss in transit.

If part of the item you sent or expected to received has gone missing in transit, you could be eligible to make a claim.

If you do not have an account, you will need to register to log a claim online. You will need to register using the e-mail address you used to book the order. You can quickly register here.

Once you’ve set up your account, click here to enter the details of your parcel, and follow the on-screen instructions.

If the item inside the parcel you received differs from what you expected, we’d advise that you contact the sender of the parcel directly.

If you have received a parcel that you have no prior knowledge about, click here.

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