How Parcel Delivery Claims Work  

CLAIMS (1)

Sometimes, even if you do everything right, things seem to go wrong. In these very rare occurrences, we have a procedure to follow should you wish to make a claim.

Required Documents

Before you even think about making a claim, please make sure you have access to the following documents, as we cannot process your claim without them. There are generally two categories for claims: damaged or lost items.

For damaged items, you will need the following documents:

  1. Cost price invoice (with customer address)
  2. Purchase price invoice (showing the cost price)
  3. Photos of damages
  4. Photos of packaging

For missing items, you will need the following documents:

  1. Cost price invoice (with customer address)
  2. Purchase price invoice (showing the cost price)
  3. Photos of the original item

 

Stages of your claim

Your claim will go through a standard process and we will update you at each stage by email. Here’s the flow:

File a claim flow

Time limit for submitting claims

Keeping in line with our partner couriers’ insurance policies, we have a time limit for how long we can accept claims for. We reserve the right to decline any claim received after the timeframes stated below:

Missing Parcels:

Please submit a claim within 7 days of the estimated parcel delivery date or from the date it was marked as delivered, whichever is earlier.

Damaged Parcels:

Please submit a claim within 2 days of the delivery date.

During the claims process, we may request further evidence or information in order to support your claim. You will need to respond to this email with the required information within 5 days or we will have to assume that your claim has been resolved.

Compensation

Each courier has a different policy regarding compensation and so we cannot give you a standard amount that you would receive. We will always notify you with the total compensation that we credit back to your account.

However, there are certain prohibited items that we do not carry, as well as items that we cannot cover with our insurance.

Here is a list of the details of the couriers and the particulars of their insurance policies:

UKMail:

  • Insurance covers the purchase price of the item.
  • Excess = £10, which will be deducted from the compensation amount.

myHermes:

  • Insurance covers full retail price (although limited to the protection level bought)
  • No excess

DPD:

  • Insurance covers the purchase price of the item.
  • No excess

Collect+:

  • Insurance covers the purchase price of the item.
  • No excess

In all cases, the original postage will not be refunded.

How to file the claim

Once you have realised that your parcel is lost or damaged, you will need to act quickly in order to make the claim within the timeframe. You can do this by following these steps:

My Shipments

 

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You must provide the following information on the claim form:

  1. Photos of packaging (Both interior and exterior)
  2. Photos of the damaged item (Show the damages clearly)
  3. Proof of cost price (Purchase note)
  4. Proof of retail price (Customer Invoice)

2015-06-11_154448

The more information you provide us with, the quicker the investigation will be able to be carried out, which will mean you getting your compensation quicker.

What to do with your damaged parcel

Please make sure you keep the damaged item, as photo evidence will be needed for your claim. In some cases, the courier will come and collect the item to inspect the damage.

If you are unsure about anything to do with your claim, please do not hesitate contact us.

 

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