Claims — lost or damaged goods

In logistics we know things can go wrong — it's never 100% in anything, especially freight. For more tailored help, submit a help ticket and our team will be on the case immediately.

1. Report the item as missing, stolen or lost. Phone the number for the country it was received in, or email us. We'll need your full name, order number, description of the goods, and the value of the goods.
2. Investigation. Once your report is received it's escalated to priority and an investigation is triggered. This may take 3–14 days, during which you'll be updated regularly and may be asked for more details.
3. Resolution. Once your case is resolved, we'll update you and close it out.
4. Where investigation finds nothing conclusive, we'll revert to the compensation set out in our Terms of Carriage.