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.

How a parcel gets confirmed as lost

• Tracking says delivered but the parcel did not arrive: open Manage Order, Dispute Delivery within 24 hours. We request the proof of delivery and a depot search; if the parcel is not found, the courier records it as lost and Submit Claim opens. See tracking says delivered, but nothing arrived.
• Tracking shows the parcel cannot be located: open Manage Order, Search Request and add a description and photos of the parcel and its contents. A found parcel is delivered; a parcel not found is recorded as lost and the claim opens.

Once it is confirmed as lost, open the order in My Orders and click Submit Claim. Then:

• If you sent personal belongings, add photos of the parcel taken before you shipped it, so the team can check it was packed properly.
• List every item that was lost, each with something that proves its value, like an invoice or receipt.
• Put each item on its own line by clicking the plus button and adding them one at a time with their values.

A single line that just says "Clothing" or "Items" gets rejected by the Claims Department, so it's worth filling this in properly the first time.