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 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.