There's an Issue With My Delivery. Can I Make a Claim?

If your parcel did not arrive as expected, we’re here to help. You may be eligible to make a claim if the consignment:

  • Arrived damaged

  • Arrived with missing items (partial loss)

  • Has not been received

  • Is marked as delivered but not received (disputed delivery)

For all scenarios below, please ensure you submit your claim within the timeframes shown, and provide the supporting evidence required.

Who Can Make a Claim

  • Only the contract holder (the customer who booked the shipment) can submit a claim.

  • Claims must be submitted within the relevant timeframe from delivery or customs clearance (below).

  • Claims must include the evidence specified for the type of issue.

Timeframes for Making a Claim

1. Damage or Missing Items (Partial Loss)

You must submit your claim within 3 working days of delivery of the consignment if:

  • all or part of the contents are damaged; or

  • part of the consignment is missing from the parcel received.

Required Evidence

  • A clear photograph of the damage (including damaged item/s and packaging)

  • A written statement from the Shopper/Recipient confirming what is damaged or missing

2. Whole Parcel Not Received (Loss)

You must submit your claim within 14 days from the date the consignment cleared customs if:

  • the entire consignment has not been received, and

  • there is no delivery event recorded on the tracking.

Required Evidence

  • A written statement from the Shopper/Recipient confirming the parcel has not been received

3. Parcel Marked as Delivered but Not Received (Disputed Delivery)

If the tracking shows the parcel was delivered but the recipient has not received it:

What to do first

  • Check around the delivery address (e.g. porch, garage, neighbour, reception/mailroom)

  • Confirm the address details used for delivery

  • If possible, check with anyone at the delivery address who may have accepted it

If the parcel still cannot be found:

Claim Requirements

  • Contact us as soon as possible with the parcel details

  • Provide a written confirmation from the Shopper/Recipient stating the parcel was not received

(This situation is treated as a disputed delivery and investigated with the delivery partner.)

How to Submit Your Claim

  1. Click Make a Claim below.

  2. Enter your parcel or booking details.

  3. Upload your supporting evidence (photos and statements).

  4. Follow the on-screen instructions to complete your submission.

Make a Claim