If a shipment is lost or damaged, you may be able to make a claim. If you purchased Protect+, you claim against the guarantee. Without Protect+, we can only file a claim with the courier on your behalf, and any compensation follows the courier's own terms. Claims must be made within the deadlines below, and some situations aren't eligible for a claim.
Claim Deadlines
You must contact us within these timeframes, or we won't be able to accept the claim:
- Lost goods: within 7 days of the scheduled delivery date. If only part of a shipment is lost, within 24 hours of the rest being delivered.
- Missing items or contents: within 7 days of the scheduled delivery date.
- Damaged goods: within 24 hours of delivery. If the damage is visible on arrival, note it on the delivery documents when you sign.
After you notify us, the completed claim form is due within 14 days. These deadlines are set out in the Claims section of our Terms of Trade.
How to Make a Claim
To make a claim, contact us within the deadline above and complete the claim form. You'll need to provide supporting evidence — such as photos of the damaged item, the packaging, and the shipping label, along with proof of the value of your goods. For the full steps, see How to Report a Damaged Shipment.
Situations Not Eligible for a Claim
Regardless of whether you have Protect+, a claim can't be made when a shipment is:
- Held, disposed of, confiscated, or returned by customs because requested information or payment wasn't provided.
- Seized because of an incorrect customs declaration.
- Confiscated for containing restricted or prohibited items.
- Lost or damaged before it arrived at forward2me — cover begins once we've received it.
- Abandoned because we couldn't reach you, or disposed of after the 30-day free storage period (see Storage and Abandoned Goods).
- Returned using a pre-paid retailer label — this is a matter between you and the retailer.
- Reported after the claim deadlines above.
Fraudulent claims are not accepted, and making one removes any liability we would otherwise have.
If you have further questions, please contact our Customer Experience team.