Complaints & claims

How to start a claim

Open Claims, choose late, lost, or damaged, then submit the tracking number and what happened. You r...

When you can file a lost or late claim

A lost-item claim can be filed from the tenth working day after the promised delivery date. If track...

Postage refund or item value

Choose postage only if you do not have proof of what the contents cost. We refund the postage you pa...

Unused postage refunds

If you paid for a label you never handed in, use Unused postage. That is not a late, lost, or damage...

How long claims take

Most reviews finish within five business days. Complicated cases, such as high-value items, can take...

What if I do not have a tracking number?

Use the receipt or drop-off code from the counter. If you still cannot find a number, send us a mess...