What should I do if my parcel is lost or damaged?
- If my parcel is lost
- If my parcel is damaged
- What compensation cover is available with CollectPlus?
- If you bought the label from a reseller/third party then you will need to discuss any lost or damaged parcels with them directly.
If my parcel is lost
We do our very best to deliver parcels and be careful as they travel through our network. Regrettably, sometimes parcels do get mislaid. If your parcel tracking has not updated for a few days please do get in touch with us by clicking the "More help" button below and completing the online form as soon as you can.
Describe both the packaging and size of the parcel as well as the contents. This will then allow us to start a thorough search for your parcel. We are unable to support a search if a parcel has not tracked for more than 28 days.
If my parcel is damaged
Occasionally parcels can be damaged in transit. To make a claim for a damaged parcel, please complete the contact form as soon as possible, by pressing the "More Help" button below.
Take clear photographs of the damage to both the packaging and the contents as these will be required for any claim to be considered.
Check that the contents are not on our prohibited and restricted items list.
Provide a detailed description of the item.
Provide the item's value, for example an invoice or receipt or eBay reference.
You can also phone us on 01923 601616
or 0845 270 9888
Calls to our 0845 number cost 1p per minute from a landline and between 20p – 40p per minute from mobiles, calls to our 01923 number will be charged at your standard rate.
Our customer services team is here to help you with your queries.
Mon - Fri: 08:00 - 20:00
Sat: 08:00 - 16:00
Sun: 08:00 - 16:00
Please note, telephone calls may be recorded for training purposes.
Claims must be submitted within 28 days from the date of the last tracking event. Once we have all of the information required, we will aim to process the claim within 7 working days.
Please note that we may have to reject claims for damage where an item was not packaged in line with our packaging guidelines.
If this is a parcel from an online retailer or marketplace seller you will need to contact the sender directly.
What compensation cover is available with CollectPlus?
While we work very hard to deliver all of our parcels safely, sometimes claims are necessary. That’s why we offer a range of optional extra cover.
If you’re sending higher value items (with a maximum value of £300), you have the option of buying compensation cover when using CollectPlus. You will see these options when buying a label on our website.
Although our prices include industry-leading cover of £50 as standard, you can also add on additional compensation cover to a maximum of £300 for more valuable items for an additional fee.
In the unlikely event of your item(s) being lost or damaged, we’ll pay compensation on valid claims to the level of cover purchased or the value of the item (whichever is the lesser); please note that the fee for the additional cover is non-refundable.
If we ask you for proof of value to support your claim, please note that the proof should not be any more than six months old.
You’ll notice we automatically provide you with a proof of delivery service when you purchase compensation cover. This service requires a signature on delivery at your recipient’s address, giving you additional peace of mind.
If you bought the label from a reseller/third party then you will need to discuss any lost or damaged parcels with them directly.
And of course don’t forget to check our website’s terms and conditions for more information on what we do and don’t carry.