Track Your Parcel

Customer Help Centre

What can we help you with?
Q.

Can I make a claim for my parcel?

A.

To open a claim you must be the contract holder with Parcel2Go, no one else can open a claim on your behalf.

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

We're sorry your parcel has arrived damaged. We class damage to a parcel as damage to the parcel contents, not damage to the box or packaging the parcel was sent in.

To be eligible for a damage claim:

- You must notify us within 14 days of delivery.

- The item you sent must not appear on our prohibited/no compensation items list.

If you're the recipient

- We strongly recommend that you retain any damaged item(s) as well as the parcel packaging until any claim is settled.

- Please contact the sender. They will contact us to make enquiries on your behalf.

If you're the sender

- 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.

Please note: We will require photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.

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.

To be eligible for a loss claim:

- You must notify us within 28 days from when the parcel was collected or received by us.

- The item you sent must not appear on our prohibited items list.

If you're the recipient

- Please contact the sender if you have not received your parcel within the estimated delivery date. They will contact us to make enquiries on your behalf.

If you're the sender

- If your parcel is past its expected delivery date, you can contact us to open an enquiry.

- To start the enquiry process you’ll need to speak with a member of our Live Help team. To chat with an agent Click here

You may be entitled to compensation 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.

If you're the recipient

- Please contact the sender. They will contact us to make enquiries on your behalf.

If you're the sender

- 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.

Please note: We will require photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.

We're sorry to hear your parcel has not been received as expected.

To be eligible for a loss claim:

- You must notify us within 28 days from when the parcel was collected or received by us.

- The item you sent must not appear on our prohibited items list.

If you're the recipient

- Please rule out the possibilities suggested here.

- Please contact the sender. They will contact us to make enquiries on your behalf.

If you're the sender

- Before engaging in a claim/enquiry please ask the recipient to rule out the possibilities suggested here.

- To start the enquiry process you’ll need to speak with a member of our Live Help team. To chat with an agent Click here

If you're the recipient

We're sorry to hear your parcel has not been received as expected.

- Please contact the person who booked the order with Parcel2go.com to resolve this issue.

- The account holder will need to contact us to open an enquiry.

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.

- To start the enquiry process you’ll need to speak with a member of our Live Help team. To chat with an agent Click here

 

Please note: Enquiries can take between 7 and 14 working days to be completed and the contract holder will be updated via e-mail.

 

Related FAQs:

How do I track my parcel?

I am sending a parcel to eBay. What tracking should I expect to see?

The details on my parcel are incorrect. What should I do?

How do I cancel my order and apply for a refund?

 

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