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Can I make a claim for my parcel?
Firstly please accept our apologies that you are having to check out this section of our website. We offer our assurance that, in the event of a claim, we will make the process as painless as possible.
It's important to note that only the contract holder can register a claim with us.
Claims can be made only in the event of the loss or damage of a parcel.
We do have a list of items that we cannot carry at all (prohibited items) and a further list of items which we cover for loss, but not damage.
Please check the list carefully before contacting the customer services team to register your claim. Whilst we cannot consider claims for prohibited items, we will often make a goodwill gesture for no compensation items.
For the full list please click here.
We're very sorry that you've had to visit this part of our website.
Please click here to enter your details and log into your account. If you do not have an account, you will need to register to log a claim online. Please click here to register (you will need to register using the e-mail address you used to book the order). Don't worry, this only takes a minute.
You can only register a claim for loss if your parcel has not scanned for 2 working days or more after the delivery estimate. You can find your estimated delivery date here. Should this be the case please use the chat link at the bottom of this page so one of our operators can deal with your request.