What Happens If My Goods Are Damaged in Transit?

We understand that sometimes things don’t go as planned. If your goods are damaged, please let us know within 24 hours of delivery.

We’ll email you a claims form, and we ask that you return it within 24-48 hours of receiving it. The owner of the goods needs to complete the form. Before delivery, this is usually the bill payer, and after delivery, it’s the delivery point.

If you miss this window, it may reduce the likelihood of your claim being accepted, but you still have up to a year from the delivery date to make a claim.

Will I Be Refunded for Damaged Goods?

We don’t provide refunds for damaged items. Refunds for the service are only available when a paid service hasn’t been completed or if a booking is cancelled by the person who paid for it.

For damaged goods, our insurance policy covers up to £5 per kilogram of the shipment’s weight. (International and Truckload cover may differ)

How Often Are Goods Damaged in Transit?

Our drivers work hard to ensure your goods arrive safely and on time. Damage rates are very low - less than 0.03% as of January 2025.

While rare, damage can sometimes happen due to circumstances beyond our control. If it does, we’ll help you through the claims process under our insurance policy.

What to Do If Your Goods Are Damaged

1. Notify us within 24 hours of delivery.
2. We’ll send you a claims form by email.
3. Return the form within 24-48 hours of receiving it so we can start the claims process.

Claims are only eligible for review if the goods are worth at least £55.00 or weigh at least 11 kilograms. Claims that don’t meet these criteria won’t be considered.

We’re sorry for any inconvenience this may cause. If you have further questions, contact us via Live Chat.

How Long Does a Claim Take?

We aim to close each insurance claim within 8 weeks. However, the time needed can vary depending on the specifics of the case, particularly if further information is required from customers or depots. Please rest assured that we will keep you updated throughout the process.