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

We’re sorry your parcel didn’t arrive as expected. At Asendia, ‘parcel damage’ refers specifically to damage to the items inside the parcel, not just to the outer box or packaging.

Am I Eligible to Make a Damage Claim?

To qualify for a damage claim, the following conditions apply:

  • You must be the contract holder with Asendia (claims cannot be made by recipients or third parties).

  • The claim must be submitted within 3 working days of delivery.

  • The claim must be supported by a clear photograph of the damage and a written statement from the Shopper/Recipient.

  • The item must not be listed under our prohibited items.

If You’re the Recipient

  • Please keep the damaged item(s) and the original packaging until the claim has been reviewed and resolved.

  • Only the account holder can file a claim. If you did not book the shipment, please contact the sender, who can raise the claim directly with us on your behalf.

If You’re the Sender

  • To submit your claim, simply provide your parcel details, and follow the step-by-step instructions.

  • We’ll ask for photographic evidence showing both: The damage to the parcel contents & the condition of the packaging it arrived in.

Make a Claim