How to submit a claim for a damaged parcel
Submit Claim opens only after the courier has recorded the parcel as damaged. If the parcel was delivered and you found the damage afterwards, the button shows "Action is not possible". Do this instead:
- Keep the item and all the packaging, outer box included.
- Photograph the damage, the packaging and the label.
- Report it on the order in the help desk within 24 hours of delivery, with the photos.
- We ask the courier to record the damage. Once recorded, Submit Claim opens on the order and you file the claim as described below.
The outer box decides the case. Always include photos of the outside of the parcel: the state of the cardboard box shows whether the parcel was handled correctly. Small bumps and scuffs do not count; the box is there to take the normal wear of transit and protect the goods.
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.