What happens if my goods are damaged in transit?

While mistakes are very uncommon, some things are unfortunately beyond our control.

Please notify us of your intent to claim within 24 hours after receiving damaged goods. 

A claims form will be sent to you via email, which you should aim to return within 24-48 hours after receipt. If this limit is exceeded, your claims form may expire. 

Will I be refunded in the event of damaged goods? 

A refund will not be issued for damaged goods.

Refunds are only requested where a (paid for) service has not been fulfilled, or a booking has been cancelled by the bill payer.

If your goods become damaged, your insurance will cover up to £1.30 per kilogram, unless you have purchased upgraded insurance. In which case, you will receive up to £5 per kilogram.

How often can goods become damaged in transit? 

Our drivers work hard to ensure your goods reach their destination in one piece, quickly and efficiently.

While our damage rate is lower than 1%, there may be times when your goods become damaged due to reasons beyond our control. 

Rest assured that this does not happen all that often, and in the event of it happening to your goods, we will provide appropriate compensation.

What to do if your goods are damaged

Please notify us of your intent to claim within 24 hours after receiving damaged goods. 

A claims form will be sent to you via email, which you should aim to return within 24-48 hours after receipt. If this limit is exceeded, your claims form may expire. 

We can then process a claim for all damage caused to your goods during transit. 

Conclusively, we would like to offer our sincere apologies for the damage to your goods and any inconvenience caused as a result. 

Please send us a message on Live Chat if you require further assistance. 


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