What should I do if a parcel is missing or damaged?

If a parcel is missing or arrives damaged, check the courier’s tracking details & let the appropriate party know as soon as possible.

What to do

• Check whether the retailer has provided a delivery photograph or other proof.
• Confirm the address, apartment number & delivery time.
• Ask the on-site team whether it was accepted or logged in the parcel system.
• If the parcel is damaged, photograph the packaging & contents before discarding anything.
• Contact the retailer or courier using their official claims process.
• Keep copies of messages & any delivery reference.

Where we have accepted an item, we can review our handling record & investigate any concern relating to our service. Where a courier did not deliver it to us, the retailer or delivery provider is usually best placed to trace it.

If you believe a parcel has been stolen, tell the team promptly & consider reporting the theft to the police.

We cannot promise a replacement or refund for every lost parcel, but we can help establish what happened.