Draft — placeholder text. Replace with wording reviewed by a qualified legal professional before the website goes live.
When to contact us
If your parcel arrives damaged or does not arrive, contact us as soon as possible, ideally within 7 days of the expected delivery date.
What we need
Your bill number, photos of the parcel and packaging (for damage), and proof of the value of the contents.
How claims are assessed
We review each claim with the carrier involved and keep you informed. Compensation limits and any optional cover will be set out here.
Not covered
Items that were not declared, prohibited items, and damage caused by insufficient packing (unless packed by us).