What to do when your parcel arrives damaged

It’s something that has happened to most of us, even if you’re shipping with ParcelHero; a much-anticipated delivery has finally arrived, but when you crack the box open, the contents are not in the condition that you expected. Whether it is a box of book that got soggy on the way or a games console that has been crushed, it is a devastating experience. It doesn’t have to be the end of the world though – taking delivery of that box doesn’t mean that there is nothing you can do if your goods are damaged when you open it up.

There is a claims procedure for occasions like this, which allows customers to claim back the value of their goods, as long as they have purchased insurance for their shipment. That’s not often something to worry about when you are shipping with ParcelHero however, as all ParcelHero customers get £50 of complementary insurance as standard*.

In order to make sure that you get the money back for your damaged goods, you will need to make sure that you meet our claims criteria. And how do you do that? Well…

How to make sure you meet our claims criteria

Choose what you’re sending wisely

Although ParcelHero makes it simple to ship most goods, there are some items that we believe are more difficult to move safely. Because these are more likely to be damaged in transit, many of the difficult to carry goods are on ParcelHero’s Compensation Exclusion list. If you send a good on this list and it is damaged in transit, you will be unable to claim compensation.

Goods on the Compensation Exclusion include:

  • Cameras
  • Plates, Pottery or Porcelain
  • Television or computer monitor
  • Tickets
  • White goods (Such as cookers/fridges/washing machines)

Please note that this is not an exhaustive list. For more information, visit ParcelHero’s Compensation Exclusion list.

Package Properly

Because it takes a lot of effort and manpower to move packages around the world, the quality of your packaging is important. There are three easy steps to follow which will ensure that your parcel will arrive in the best condition possible:

  1. Use a Strong Box
    1. If you can, try to use a brand-new box – old or used boxes often have weaknesses that could lead to damage.
  2. Pack with Care
    1. Every item in the box should be individually wrapped in packaging material and then suspended in the box. Make sure that they are tightly packed.
  3. Seal Tightly
    1. Close the box and use strong packing tape to seal it.

One of the most common reasons for refusing compensation when your goods arrive damage is that the parcel has insufficient packaging. By proving that these guidelines have been properly followed, you have the best chance of getting compensation for your damaged goods.

See our detailed Packaging and Labelling Criteria for more information.

Claim carefully

When you make a claim, make sure that you leave your parcel in the same condition that it arrived in. Do not move it or tidy it, as this could cause problems over the course of your claim.

In order to receive compensation, you will need to make your claim within 14 days of the date the parcel was delivered. When you make your claim it should include the details of the delivery, photographs of both the damaged item and the packaging – to prove that the goods were packaged sufficiently – and any supporting documentation. You can submit your claim by email or post.

Once your claim has been received, ParcelHero will pursue it with our partner carrier. You will be kept informed of the proceedings, and the decision that is made.

For more information on the claims procedure, you can visit ParcelHero’s Damaged Goods Claims Procedures.

*excluding Hermes deliveries

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