My parcel has been damaged, what should I do?
Firstly, please accept our apologies. We fully understand the inconvenience that a damaged delivery can cause which is why we’ve written this step by step guide explaining exactly what you need to do next should you wish to make a claim. Please read this carefully.
1) Check your eligibility to make a claim.
There are certain types of goods that we will cover for loss in transit but not for damage. Please click here to double check whether your goods are excluded. We also strongly recommend reading through sections 10 and 11 of our Terms and Conditions.
2) Ensure the damaged goods are not put to use, in any way altered or moved from the address they have been delivered to.
It is absolutely essential that damaged goods are kept in the condition that they arrived in so that a fair assessment of the damage can be made. Additionally, we may decide that a formal damage inspection needs to be carried out. The account holder concerned will be notified should this be required and collection of the damaged goods will be arranged with the consignee.
3) Ensure ALL packaging is retained.
If the packaging the goods arrived in is discarded, our claims team won’t be able to make a fair assessment or reach a definitive conclusion on the cause of the damage. Both the outer container AND the internal packaging must be kept.
4) Ensure photographs are taken of the damaged goods and of both the outer container AND the internal packaging.
Unless a physical damage inspection is carried out, our claims team will require photographic evidence of the damage to the goods and of the packaging used. Please see some example photographs below of what is required. All photographs should be of a reasonable size and quality.
5) Submit your claim.
Once you are satisfied that you have the information and evidence needed, please submit your claim online. If you have not already been given a link to our online claim form, please contact our customer service team on firstname.lastname@example.org.
Photographic Evidence Required
Below are examples of the type of photos you'll be asked to provide when making a claim for damage. Remember that unless a physical inspection is carried out, this is all our claims team will have to assess your claim and reach a decision. For this reason it is essential that your photos are of a reasonable quality and clearly demonstrate the damage that has occurred. Low quality of otherwise unclear photos may delay or eventually void your claim. There are three types of photo that you'll need to provide:
1) Damage To Goods
We must be able to see all of the damaged product as seen below. Please take additional close up shots of the damage itself as needed.
2) Damage to Shipping Container
These photos must show the damage to outer packaging. Ideally the shipping label will be visible in this shot.
3) The Internal Packaging Used