Claims Policy

Most shipments arrive sound. But when damage or a shortage does occur, how you act in the first hour decides the outcome of the whole claim.

What you do on receipt

1. Inspect before you sign. Signing with no remark is an acknowledgement that the shipment is sound.
2. Record the remark on the delivery document — “box no. 7 open”, or “scratch on the fridge front”.
3. Photograph at once: the damaged piece, its wrapping, the box from outside, and its number.
4. Do not throw away the packaging — it is the evidence of how it happened.
5. Tell us the same day , with the shipment number and the photos.

What we do

• We review the pre-shipping record and compare it with the condition on arrival.
• We establish where the damage occurred: with us, with the carrier, or in customs handling.
• We reply to you with a written outcome.
• And if the shipment is insured, we follow the file with the insurer on your behalf.

The time limit

Report within three days of receipt. After that it is hard to prove the damage occurred in transit and not afterwards — a general condition in the shipping sector, not one of ours alone.

What is not covered

• Defects present before shipping — which is why we photograph before packing.
• Items not listed in the contents list.
• Packing done inadequately by the customer.
• Delay — it is not damage.
• Items prohibited in the first place.

A tip

For high-value shipments, ask for marine insurance before shipping. Its cost is small against what it covers, and a claim with it is far clearer and quicker.