How to raise a claim

You can make a claim for a lost parcel or damaged item in line with our limits of liability. If you didn’t take parcel protection when you booked this limit is normally £50*. See our guides on compensation claims  and Lost & Damaged Goods for more information.

To make a claim, contact us with the details of your lost or damaged package. If your item is damaged, you must contact us within 14 days from the date of delivery to start the claims process. If your item is lost, you must contact us within 30 days of the collection date we told you.

Once you have made your claim, we will request full details of your shipment. This will include a description of the inner and outer packaging of the box, along with the contents.

Once you have established that your parcel is lost or the contents are damaged, we will issue you with a claim form. You will need to return the claims form, with the following evidence:

  • A copy of the original purchase receipt
  • If that can’t be provided, a copy of the invoice for a replacement


We will not be able to accept a sales invoice, and if the item is on our excluded items list we will automatically reject the claim.

Note: See our guide on completing the claims form here.


Was this article helpful?

3 out of 56 found this helpful

Query not answered? Send us a message >