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Frequently Asked Questions
Damaged Items
| Do I sign for my goods if they are damaged? | If the goods are damaged, please sign to accept but note that the goods are damaged.
If you sign for the goods in 'Good Condition' you will not be able to process a claim. |
| Do I need to keep the packaging? | If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging.
If the packaging is not kept this could invalidate your claim. |
| What cover does my consignment have? | | All services come with an inclusive transit cover of £50. Additional transit cover can be added at 2% of the declared value up to £1000 in consignment value. |
| What do I need to start a claim? | In order to process a claim the following are needed:
*Photograph of the item
*Photograph and description of the packaging
*An invoice showing the value of the consignment |
| Who can start a claim? | | Only the person that placed the order can start a claim and only the person who placed the order will be paid out. |
| How much time do I have to submit a loss or damage claim? | | All claims must be received within 28 days of the date of booking. We will not be able to process claims received after this date. |
| How long will my claim take? | | The industry standard to resolve a claim is 8-12 weeks. Interparcel aim to conclude any claim received within 28 working days. |
| Are there any exclusions to the Transit Cover? | There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items on our Prohibited or Restricted Items list, or if the item was not boxed or packaged sufficiently.
For the full list of exclusions, please refer to our Prohibited Items list and Terms and Conditions. |
| How will I get my item back? | The damaged item must not be moved until the claim is completed as this will invalidate the claim.
If the claim is paid out in full, the item will not be returned. If repair costs are paid the item will be delivered back to you if you wish. |
| How do I start a claim? | | Please email all the relevant information to customerservices@interparcel.com |
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