My package is lost or damaged. What do I do?
Packages do get misplaced or damaged during transit, but luckily this rarely happens.
If your package does not arrive at all after the due date of delivery, please contact us as soon as possible. We will get in touch with the carrier to locate the package. You can make a loss claim up to 60 days from despatch date. After this period, it is not possible make a claim or request the carrier to investigate the matter.
In case of damage to items in a delivered parcel, or loss of individual items within a delivered parcel, claims must be submitted to our ForwardVia Support within 3 days of delivery. If your package arrives damaged, you must indicate it by signing 'Damaged' when accepting it from the delivery driver. You will be responsible for providing photographic evidence of damaged items, and any other documentation we may request to substantiate the claim.
You can make a claim for the above subject to your chosen shipping services. Only shipping services that include Standard Shipping insurance or if you have purchased Extended Shipping insurance are eligible for a compensation claim. Standard insurance cover is up to £50.
For more information on insurance cover, please see here.