My goods are valuable. What will happen if they are lost or damaged?
For your peace of mind we strongly recommend you take out optional insurance on all valuable goods. You can select insurance at the time you order your shipping service. The cost and limit of the cover is determined by the declared value of your goods. You will be offered a quotation prior to accepting the insurance so you know what it is costing you.
What is the maximum value of goods that can be insured?
Making a claim in relation to my full cover insurance.
Very occasionally items can get misplaced or damaged in transit. Needless to say we'll do everything we can to resolve the situation as quickly as possible so that the process is as easy as it can be.
If my consignment is lost
If your consignment has not arrived 24 hours after the due date of delivery (subject to local customs clearance), please contact us through the website or call one of our customer service representatives on +44 1995 606060 and we will get in touch with the relevant courier who will conduct a thorough search where appropriate to successfully locate your item.
If my consignment is damaged
If your consignment has been damaged in transit, please contact our customer service team through the website or call us on +44 1995 606060. If your item is damaged you will be required to complete the claim form and provide proof of the damage, including the external packaging. The contents of the consignment and the original packaging must be available for inspection at the delivery address. We may also require proof of the value of the item(s)/receipts - this information needs to be included with your claim.
If I need to make a claim, what do I do?
Simply contact us via the website or call us up on +44 1995 606060. You need to let us know about the claim and then you will be asked to complete the claims form providing as much information as possible, then return it to us to help us process your claim quickly and without delay.
How soon do I have to report a lost or damaged consignment/parcel?
You'll need to notify us within 7 days of shipment loss, damage or delay through the website or by calling us on +44 1995 606060. You will need to return the completed claim form within 14 days of date of informing us of your claim.
What will happen next?
When we receive your claim we'll investigate it. Depending on its value, the process may take up to a maximum of 6 weeks to be assessed, authorised and processed. You can then choose whether you want to be reimbursed by cheque or have the money credited to your York House account.
How do I check the status of my claim?
Simply contact our Customer Services Department through the website
Where can I find more details about the optional insurance cover you offer?
For details of what is covered, any limits and any exclusions please refer to the following documents. Please note that although the policy is called a Marin Cargo Policy it covers road and air freight also: