Claims and complaints

1. How to contact us

Email [SUPPORT_EMAIL]. If you have an account, you can also start from the order in My orders so we have the booking to hand.

Include the tracking number, the recipient postcode, what went wrong, and when you noticed it. For damage, include photographs of the parcel, the packaging, and the contents. Keep the goods and the packaging until we reply.

2. When to tell us

Tell us within [CLAIMS_DAYS] of the delivery date, or of the date you expected delivery if the parcel has not arrived. A late report does not remove rights you have under the Consumer Rights Act 2015, but it can make the parcel harder to trace.

3. What we do

We will confirm we have the claim, check the tracking record and any proof of delivery, and tell you the outcome. Compensation for goods is limited as set out in the Terms and conditions, except where the law requires us to pay more.

If you are a consumer and you remain unhappy, you can use an alternative dispute resolution scheme if one is available for this service, or you can take the matter to court. You can also contact Citizens Advice for help with a consumer complaint.

4. Service complaints

If the complaint is about how you were treated, or about the website or app rather than a parcel, use the same email and describe what you want us to do. We will reply in writing.