If your parcel turns up damaged, you claim the same way as a lost one, through Submit Claim in My Orders, but the team also needs to see what happened:Photos of the damage itself.Photos of how the item was packed, outer packaging included.Each damaged item on its own line with proof of its value, and no generic "Clothing" or "Items" entries, since those get turned down.Packing counts here too. If something wasn't protected well enough to survive normal handling, the claim can be refused.
How to submit a claim for a lost or missing parcel
Most lost parcels come down to a label that came off along the way. It usually happens when the label's stuck to the wrapping instead of the parcel, so if the wrapping tears or slips off the label goes with it and there's no way to trace the shipment. Stick the label straight onto the parcel.Before you can claim, the parcel has to be confirmed as lost. Once it is, open the order in My Orders and click Submit Claim. Then:If you sent personal belongings, add photos of the parcel taken before you …
I didn't receive a confirmation email after booking the order. Is this normal?
Confirmation emails are sent once our courier partner confirms the collection (it may take up to 1 hour). If you haven’t received one, please check your spam folder or contact our support team.
The shipment was damaged during transportation. What are the next steps?
We sincerely apologize if your shipment has arrived damaged. Please take clear photos of the parcel and the damage as evidence. Next, kindly go to the "My Orders" section and select "Submit Claim". Our support team will guide you through the claims process and help resolve this issue promptly.
Invoices are generated automatically once a month, on the 7th, and cover all orders completed during the previous month. For example, if your order was placed in July and is already completed, it will be included in the invoice generated on the 7th of August. You can find all your invoices on the Invoices page in your account. You can also open a specific order in the “My Orders” section and scroll down to the Documents section to download the invoice for that order.
Why was I charged a weight or dimensions surcharge?
Once the courier collects your parcel, they weigh and measure it at the depot. If it comes out heavier or larger than what you entered when booking, they charge for the difference, and you can see both the declared and the measured figures on your order.The price runs on chargeable weight, whichever is greater between the actual weight and the volumetric (dimensional) weight, so the way to avoid a surcharge is to weigh and measure the parcel with its packaging before you book. There's a full br…