If your package is lost or the contents of you parcel are damaged during transit, you must submit your claim in writing and by email within 72 hours of the delivery date.
We are unable to accept or process claims for deliveries older than 72 hours.
Your email must include: the collection and delivery date, both the sender and receivers names and addresses and the date of the claim. You must also state the declared value of your parcel contents, a description of the packaging material used and a description of the damage sustained.
When submitting your claim please include: The photographs taken before and after the parcel delivery, an invoice or receipt that proves the value of the item that was damaged, a copy of the report issued by the courier at the time of delivering your damaged parcel. Our delivery partners will only reimburse successful claims if the claimant is able to prove the value of the goods with an official document.
When taking delivery from the driver, it is important that you examine the package for any sign of damage. If the package and/or the contents appear to be damaged, please ensure that you open and check the contents with the driver present. If the contents are in fact damaged, it is important that you get a written acknowledgement from the driver that the goods were delivered in a damaged condition. Verbal recognition from the driver cannot be used as part of your claim.
For high value items we strongly recommend photographically documenting the packaging procedure so that should you need to make a claim for damages, you can successfully prove that you packed the goods correctly.
Claims submitted without photographs taken at the time of delivery of the broken or damaged item, and/or that do not have a copy of the report completed by the courier on delivery, and/or do not contain an invoice or receipt proving the value of the goods, are more likely to be rejected.
Your claim will be submitted to the responsible courier company within 24 hours of its receipt. The claims department at said courier company will contact the receiver to arrange a suitable time to come and make a damage report in person, where the inspector will ascertain whether the level of packaging was appropriate and suitable for the contents of the parcel. It is extremely important that the receiver does not discard the packaging material before the inspector arrives.
The courier company is unable to give an exact time frame for completion of the inspection process. Correctly completed claims, with good quality images are generally processed much quicker than those with missing attachments and information.
If a claim is accepted or declined by the courier company, Allpacka.com will advise the customer in writing by email. Successful claims will be paid out within 8 calendar days of the email notification, and the payment will be made by bank transfer. Allpacka.com will request the customer’s bank details by email at the time of notification.
Please take a photo of the damaged consignment and send it to email@example.com. Describe the damage in detail, and tell us how the item was packed. You will also need to include a receipt or invoice proving the value of the item that was damaged during transit. Please refer to your Allpacka.com Order Number and/or the Consignment Note Number in your confirmation email. Upon receipt of these, our Customer Service team will start the claims process. Without the documents above we will not be able to proceed with your claim.
There are many circumstances outside of the couriers control that can delay a delivery, including weather, customs clearance and incorrectly addressed parcels.
If there is no one available to receive your package, it may be delivered to a local collection point so that you can collect the parcel at a time convenient to you. In this instance, you will be informed in an email by the courier company, or you will receive a card in your letter box with instructions on where to collect your parcel, or how to arrange another delivery attempt.
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