How do I submit a claim for a lost or damaged parcel?

We’re sorry if your parcel has been lost or damaged. We want to do our best to make things right for you and get this issue sorted as soon as we can.

So we can help, we’ll need the parcel’s tracking number, delivery postcode and clear photos of the parcel (if it’s been damaged) from the sender. 

Also, please check if your parcel contains any prohibited items or non-compensation items before you submit a claim.  

We can’t carry or compensate for any prohibited items because of the risk of harm they may cause, or because they are illegal to possess. 

And, although we do carry non-compensation items, we can’t offer compensation for these items if they’re lost, damaged or delayed.

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