Question 1

Damage claims

Accepted Answer

My package has arrived damaged. What can I do? Damaged Goods Claim stages Can you return my damaged item? Will I have to pay to have my damaged item returned? Can I make a claim for a damaged compensation exclusion item? Raising a damage claim

Question 2

Lost parcel claims

Accepted Answer

Lost Parcel claims and tracer process How to raise a lost parcel investigation Preventing a parcel from going missing If we are unable to locate your parcel we’ll progress to claim Can I claim compensation for my lost item?

Question 3

Compensation

Accepted Answer

What level of compensation am I entitled to?

Question 4

Getting updates on your claim

Accepted Answer

How long should I wait before contacting you? What's the status of my claim? Can I have an update on my missing parcel?

Question 5

Refunds

Accepted Answer

Why haven't I received my refund? Can you also please refund the cancellation fee? Can I get my cancellation fee back as I rebooked it? I don’t want a credit note, refund to my original payment method.

Question 6

Disputing a charge

Accepted Answer

How can I dispute an incorrect charge? What happens if I dispute the size or weight that I have been charged? What additional charges can be applied to my shipment? Can I dispute a weight adjustment charge? Why have I been charged for 'Additional Handling'? What is an Extended Area or Remote Region charge? Why have I been charged for 'Residential delivery'? I did not authorise a Debit Order

Question 7

Claiming for late delivery

Accepted Answer

Can I claim for late delivery?

Damage, Loss & Charge Claims