When to raise a claim against the courier

If the contents of your order are damaged upon arrival, this would likely be judged as a valid claim by the courier (pending supplemental evidence and signing for the goods as damaged).

If the box is damaged upon arrival, but the contents are fine, we agree this is far from ideal. However, this means the box has done its job and any claim will be rejected by the courier with no further review.

If your order has been despatched using a premium/timed courier service (e.g. pre-12pm) and arrives later than their stated window of time, this would likely be judged as a valid claim by the courier (pending supplemental evidence).

If your order doesn’t arrive or is sent to an incorrect location, this would also likely be judged as a valid claim by the courier (pending supplemental evidence).

Things to note

If you encounter issues relating to damage/delays, please note that the following will invalidate your Quality Claim and you’ll need to pay for any subsequent reprint:

1. Selecting a fundamentally inappropriate despatch method,
2. Failing to select the CRATE REQUIRED when oversized signs ordered,
3. Failing to select a DX Oversized service where required, or
4. Standard delivery service is  Not next day guaranteed.

Warning

Please remember that the courier’s judgment is final and the process of raising a claim doesn’t guarantee that it will be approved, judged as valid and/or warrant a rebate of any amount.

Failing to sign for the delivery as damaged when it arrives will invalidate any subsequent claim with the courier so please pay attention to this label on the outer packaging:

Evidence needed for raising a claim

In order for us to begin the claims process, each courier needs to see evidence that the claim is valid (similar to when you’d raise a claim on an insurance policy).

Please ensure that you’ve spoken to the recipient and asked them to provide all of the following within the 2 day timeframe before asking us to raise a claim:

• A Non-receipt of goods Disclaimer Form^ (signed by the recipient, not on behalf of them),
• Clear photos of all the affected box contents* (including both the print and any Void Fill etc),
• Clear photos of all the affected damaged boxes and/or outer packaging*,
• Clear photos of the delivery labels* on all the affected boxes.

^ This denotes an aspect relevant to claims for non-delivered goods handled by DHL Parcel UK only.
* This denotes an aspect relevant to claims for damaged goods handled by any courier.