Can I make a claim for my parcel?
You will only be eligible to make a claim for a full refund if:
- The order in question was booked under your name
- 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.
Only the person who booked the delivery in question can make a claim. You will not be able to make a claim if you are not the contract holder.
You may only request a refund for the contents if you added Parcel Protection to your order. To be eligible for a full refund, you must have covered your parcel for its full value when you booked.
If you did not attach Parcel Protection to your order, you would only be eligible for a refund on carriage costs. In these cases, we issue refunds only as a goodwill gesture.
We cannot offer compensation for items that appear on our prohibited items list. There are also some articles that we can cover for loss, but not for damage. You can see them here.
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.