Evri international FAQs

It’s important to make sure your item is securely packaged to prevent any damage and ensure it arrives safely. Please see our guidance below to help you correctly package your items before sending.

1. Choose the right packaging for your items. For example, boxes made of corrugated cardboard with good quality outer liners, tubes for rolled paper and heavy-duty double-layered board are ideal for valuable items.
2. Choose the size of the package according to its content. Under-filled boxes are likely to collapse; overloaded ones may burst.
3. Consider the strength, cushioning, and durability when selecting your wrapping supplies.
4. Fill all spaces in your package with a suitable filler, such as polystyrene chips or even shredded paper.
5. If you are re-using a box, ensure it is in good shape and not worn out. Once a cardboard box is damaged, it becomes weaker.
6. Couriers use scanners to read labels, so make sure your labels are clearly displayed and securely attached and remember to remove any old labels.
7. Use strong tape to seal and secure your box.
8. Carefully pack fragile or delicate items individually, place on a bed of cushioning, put cushioning all around the sides and place in the centre of your package to minimise the risk of damage.
9. Check that the items you are sending are not on the prohibited or non-compensation list and terms and conditions. Couriers are not allowed to send certain items, some items will not have any protection cover, and differences may apply to items going to the UK or international destinations.
10. In the unlikely event that something goes wrong during delivery, such as parcel damage or loss, we recommend upgrading your parcel cover to protect the full value of your contents. If your parcel is worth £20 or less, cover will be included for you as standard. If your contents have a higher value, we recommend upgrading your parcel cover to the full amount of up to £999 for peace of mind.

Please note that the advice above is for guidance only, and Evri.com cannot accept any responsibility for loss or damage as a consequence of the information provided. It is the responsibility of the person(s) sending the parcel to make sure that the items are securely and correctly packaged.

Take a look at our guide on how to securely package items for further information.

We can provide cover for certain items that you send inside a suitcase when the suitcase is being used as external packaging.

Please make sure to list each item inside your suitcase when sending it abroad – this helps us provide the right information to customs, so your parcel can be processed smoothly.

Please note: we’re unable to offer a tax-free shipping option for personal belongings. Because of this, local customs authorities may apply taxes or duties before your parcel can be delivered.

In the unlikely event of loss or damage, we’re unable to offer cover for the suitcase itself. If the suitcase has been packaged, we can provide cover for the suitcase as well.

Please see our guide on what you can and cannot send, and the terms and conditions to check that your items are not included before you send.

Our delivery drivers don’t have the resources to package your parcel on collection. You will need to package the item before you buy a label.

The price you pay to send a parcel depends on the parcel’s weight and sometimes size, so it’s important to get these details right.

We ask all our customers to measure and weigh their parcels before using our drop-off or Courier Collection services.

Overweight or oversized items can lead to an additional charge, so it’s best to double-check before you send. This way, we can make sure your delivery moves quickly and smoothly.

For advice on packaging your parcel, see our guide on how to securely package items.

Our prices are based on weight, delivery type, destination, and sometimes the dimensions of your parcel if it's headed outside the EU.

Check out our international services for more details and how cheap it is to send your package abroad.

There are certain countries and territories that we unfortunately cannot ship to, which are:

• Afghanistan
• Belarus
• Crimea
• Cuba
• Ghana
• Iran
• Ivory Coast
• Kyrgyzstan
• Nieu
• Nigeria
• Nevis
• North Korea
• Myanmar
• Russia
• São Tomé & Príncipe
• Somalia
• South Africa
• Sudan
• Syria
• Tahiti
• Western Samoa
• Venezuela

Our order process makes sending parcels as easy as possible for you. Simply start typing the address and our search tool should be able to find the rest, even without a postcode!

If you’re experiencing an error message, please check that all the address information has been entered accurately and choose to enter it manually.

Most of our services need to be delivered to a recipient, which means we’re unable to send to PO box addresses.

There are some destinations (such as in the Middle East) that operate solely on PO boxes. In these instances, we can accept a PO box address.

Please note that the following addresses are considered to be PO box addresses and we are unable to deliver to them:

France

• Post Restante a la Post

Germany

• Das Postfach
• Packstation

Sweden

• Post Restante

Spain

• Apartado de Correos

Netherlands

• Postbus

We’re currently unable to send items to British Forces Post Offices (BFPO). We hope to offer this service in the future, so watch this space for updates.

You can send lots of things with us, but there are some items we can’t accept or compensate for.

• Excluded from compensation: You can send these items with us, but we can’t provide cover or compensation, no matter their value. When you send any of these items, it will be at your own risk.
• Prohibited: We simply cannot accept these items; they are not permitted in our network.

Please check our guide on what you can and cannot send before you choose to purchase cover or send a parcel with us. This advises you on items you can or cannot send with us and the differences that might apply to a UK or international destination. Please note, this list is not exhaustive.

Our prices are based on weight, delivery type, destination, and sometimes the dimensions of your parcel if it's headed outside the EU, so it’s important to get these details right.

We ask all our customers to measure and weigh their parcels before using our drop-off or Courier collection services.

Overweight or oversized items can lead to an additional charge, so it’s best to double-check before you send. This means we can make sure your delivery moves quickly and smoothly.

Please be aware that the weight and dimensions entered need to include the packaging.

We recommend borrowing weighing scales and a tape measure to find out your parcel’s weight and dimensions. If you’re near a participating Post Office ParcelShop, you can even book your delivery in person as well!

Please note: if any of the information you provide is incorrect, it could result in your parcel being held at customs, with delays and charges outside of our control.

We rely on customer accuracy to ensure our pricing is the best we can offer, but even slight inaccuracies in dimensions can result in large volumetric differences. Should extra payments become due, we reserve the right to recover them.

Volumetric weight is how we calculate the price for parcels destined outside the EU based on weight and dimensions. It’s easy to work out using the following formula:

1. Multiply the length x width x height of your parcel (cm)
2. Divide the total by 6,000
3. If your volumetric weight is greater than the weight (g) of your parcel, we’ll price your label using the volumetric weight of your parcel.

Check out our size and weight guide for more information about our network limits.

Once you’ve booked your delivery, you’ll need to print your label and attach it to your package.

ParcelShop or Locker drop off

If you’re dropping off your parcel at one of our ParcelShops or Lockers and you don’t have a printer at home or work, you can use one of our Print in ParcelShop devices for free! Find your nearest ParcelShop.

Courier Collection

If you’ve booked a Courier Collection, you’ll need to print your label before the courier arrives at your address to collect your parcel.

Follow the steps below to find your label and print it:

1. Log into your Evri account
2. Select Order History
3. Choose your recent order
4. Download and print your label

Yes, we provide both A4-sized labels and thermal printer-sized labels.

To change your printer settings, follow the steps below:

1. Log in or create an Evri account
2. Visit your Account Settings
3. Select from one of the four options to suit your printer

What is included

Our international services include the price of shipping your parcel to its destination, end-to-end tracking, and up to £20 free cover as standard.

What isn’t included

Your recipient may need to pay duties, customs or taxes in the destination country, and the amount can depend on the destination, purpose, and value of your parcel. If these additional charges apply, your recipient may receive this request via a secure payment link before or on arrival of the parcel.

Please be aware that we are not responsible for any surcharges, and they are entirely separate from the international shipping service we provide.

There are different levels of parcel cover available with all our services. If your parcel is worth £20 or less, cover will be included for you as standard. If your contents have a higher value, we recommend upgrading your parcel cover to the full amount of up to £999.

See how we calculate full cover below to find out how little it could cost to protect your parcel’s contents to its full value.

How we calculate cover:

We’ll increase your protection at a rate of 4% of the value of the item above our standard cover (£20), plus VAT, and up to a maximum value of £999.

For example, if your item is valued at £200 and you are using a service with standard protection of £20, you would pay £8.64 extra (including VAT).

£200 - £20 = £180

£180 x £0.04 = £7.20

£7.20 + 20% VAT = £8.64

Items excluded from cover

You can send lots of things with us, but there are some items we can’t accept or compensate for.

• Excluded from compensation: You can send these items with us, but we can’t provide cover or compensation, no matter their value. When you send any of these items, it will be at your own risk.
• Prohibited: We simply cannot accept these items; they are not permitted in our network.

Please check our guide on what you can and cannot send before you choose to purchase cover or send a parcel with us. This advises you on items you can or cannot send with us and the differences that might apply to a UK or international destination.

You can use major credit cards, debit cards, or PayPal to pay for your parcel delivery with us.

I need to change my parcel details

If you need to change parcel details such as the delivery address, weight, or dimensions, you can cancel your order on or after the day of booking. The refund will be processed in 6 to 28 working days. You can cancel and rebook your delivery by following these steps below:

I’ve purchased a label but haven’t sent my parcel yet

1. Visit your Order History on your Evri account
2. Select your recent order with the incorrect details, choose to cancel it, and we’ll process a refund for you
3. Next, simply rebook your parcel on Evri.com and make sure all the information you provide is correct before sending

My parcel has already been dropped off/collected by a courier

Your recipient can choose to refuse the parcel. If your recipient has refused your parcel, we will endeavour to return the parcel as quickly as possible. Please be aware that returning international parcels can take a number of months and cannot be guaranteed.

Follow the steps below to find your label and print it:

1. Log in to your Evri account
2. Select Order History
3. Choose your recent order
4. Download and print your label

You can also find more details about your label in your confirmation email.

Follow the steps below to find your order invoice:

1. Log in to your Evri account
2. Select Order History
3. Choose your recent order
4. Download and print your invoice

You can also find more details about your label in your confirmation email.

If you’ve paid for a delivery service with us and you no longer need to send your parcel, we can help.

I’ve purchased a label but haven’t sent my parcel yet

You can cancel your order on or after the day of booking. The refund will be processed in 6 to 28 working days. Follow these simple steps:

1. Visit your Order History on your Evri account
2. Select the recent order you wish to cancel, and we’ll process a refund for you

My parcel has been dropped off/collected by a courier

Once your parcel is in our network, we're unable to process a refund. If you'd like your parcel to be returned, your recipient can choose to refuse the parcel on delivery. If your recipient has refused your parcel, we will endeavour to return the parcel as quickly as possible. Please be aware that returning international parcels can take a number of months and cannot be guaranteed.

We acknowledge that mistakes can happen. Overweight or oversized items can lead to an additional charge, so it’s always best to double-check before you send.

We would appreciate you taking extra care to weigh and measure your parcel and fill in all the information correctly. If the information you provide is incorrect, including parcel size details, it could result in your parcel being held at customs, with delays and charges outside of our control.

We rely on customer accuracy to make sure your delivery moves quickly and smoothly through customs. All parcels need to follow our size and weight guide before items are sent through our network. Please note, should extra payments become due, we reserve the right to recover them.

When you book a Courier Collection, you’ll get to choose the day that suits you. On the day that the courier is due to collect your parcel, you’ll receive an email to confirm a 1-hour window of when you can expect their arrival.

You can expect your parcel to be collected between 8 am to 8 pm Monday to Friday, and between 8 am to 6 pm on Saturdays. We don’t collect parcels on Sundays or on bank holidays.

If you’ve booked a Courier Collection and know that you won’t be available to hand your parcel to the driver, there are a number of options available:

I would like to rebook my collection for a more suitable date/ I would like to change the collection address

You can cancel your order on or after the day of booking. The refund will be processed in 6 to 28 working days. Follow these simple steps:

1. Visit your Order History on your Evri account
2. Select the recent order you wish to cancel, and we’ll process a refund for you
3. Next, simply rebook your parcel on Evri.com and make sure all the information you provide is correct before sending. Remember to select ‘Courier Collection’ for rebooking your delivery type or change to a ParcelShop or Locker drop off if this is more convenient.

I would like to change to a drop-off service

If you’ve booked a Courier Collection and would like to drop off at a ParcelShop or Locker, please let us know. Check our guidance on how to contact us for international parcels to reach the right support for your query.

I would like to leave my parcel in a secure location/unattended

Please let us know about any instructions you have. Check our guidance on how to contact us for international parcels to reach the right support for your query.

I would like to leave my parcel with a neighbour, should I not be home

You can let us know any instructions you have. Check our guidance on how to contact us for international parcels to reach the right support for your query.

I would like to request a time for collection

You can only choose the day for your collection, and we’ll give you a one-hour window for when you can expect the driver to arrive. You can expect your parcel to be collected between 12 pm to 8 pm Monday to Friday, and between 8 am to 6 pm on Saturdays.

We’re sorry to hear you’ve been experiencing issues with our delivery service, and you’re in the right place for us to help resolve this for you.

In the unlikely event that you’ve booked a Courier Collection, and your courier has not collected your parcel, please use our chatbot to reschedule your collection. Sometimes our couriers can miss collection windows if they have been delayed due to traffic.

Your enquiry should be made by the person who sent the parcel to ensure we can deal with it as effectively as possible. We’ll endeavour to make the next collection you book with us.

Every parcel you send with us includes full tracking as standard. The sender and recipient can get the latest updates on where the parcel is and how close it is to reaching its destination. Simply visit our tracking page and enter your tracking number.

To find your tracking number, please log into your Evri account and select ‘Order History’ for more details. You can also find your tracking number in your confirmation email.

The recipient will also receive regular tracking updates via email, including a notification of when the parcel has left the UK and when it has arrived in the destination country. Once a parcel has been delivered, the tracking page will be updated to confirm its ‘Delivered’ status for the sender and recipient.

Please note that tracking begins once the parcel has been scanned when drivers make a collection scan at a ParcelShop, Locker or an address.

Every parcel you send with us includes full tracking as standard. The sender and recipient can get the latest updates on where the parcel is and how close it is to its destination. Simply visit our tracking page and enter your tracking number.

To find your tracking number, please log into your Evri account and select ‘Order History’ for more details. You can also find your tracking number in your confirmation email.

The recipient will also receive regular tracking updates via email, including notifications when the parcel has left the UK and when it has arrived in the destination country. Once a parcel has been delivered, the tracking page will be updated to confirm its ‘delivered’ status for the sender and recipient.

Please note that tracking begins once drivers make a collection and scan the parcel at a ParcelShop, Locker or an address.

We’re sorry to hear you’ve been experiencing issues with our delivery service, and you’re in the right place for us to help resolve this for you.

Every parcel you send with us includes full tracking as standard. If the tracking has not updated after the estimated delivery date, please check our guidance on how to contact us for international parcels to reach the right support for your query.

Please keep in mind that your parcel tracking may take several days to update, depending on where it is on its journey.

Your enquiry should be made by the person who sent the parcel to ensure we can handle it as quickly and effectively as possible.

Where can I find my estimated delivery date?

Simply visit our tracking page and enter your tracking number to check your estimated delivery date.

How do I get my tracking number?

Log in to your Evri account and select ‘Order History’ for more details. You can also find your tracking number in your confirmation email.

ParcelShop & Locker drop off

If you drop off your parcel at a ParcelShop before 12 pm, the parcel is likely to be collected by a courier that same day. If you drop your parcel off later, it’s likely we’ll collect it the following day.

We have 9,000+ ParcelShops across the UK, and many are open for longer hours, 7 days a week. We also have 24/7 Lockers, located conveniently outside local shops and supermarkets.

You can check when your parcel has been collected and see how close it is to reaching your recipient. Simply visit our tracking page and enter your tracking number.

Evri’s international courier service can be as quick as sending a parcel to a UK address. Our delivery aims start from 4 working days with our Standard ParcelShop service. Our ParcelShop Priority service is available to select destinations, with delivery aims from 3 working days to get your parcel there even faster.

Please note that some locations take us longer to deliver to, and our delivery aims will be extended to remote addresses.

The sender and recipient can get the latest updates on where the parcel is and how close it is to reaching its destination. Simply visit our tracking page and enter your tracking number.

To find your tracking number, please log into your Evri account and select ‘Order History’ for more details. You can also find your tracking number in your confirmation email.

The recipient will also receive regular tracking updates via email, including notifications when the parcel has left the UK and when it has arrived in the destination country. Once a parcel has been delivered, the tracking page will be updated to confirm its ‘delivered’ status for the sender and recipient.

Please note that tracking begins once drivers make a collection and scan the parcel at a ParcelShop, Locker or an address.

We’ll take care of your parcel while it’s in the UK and then hand it over to one of our world-renowned third-party partners for its international delivery. Our partner carriers have been selected for being well-established in your parcel’s destination and for their local language to give your recipient the best experience.

Get the latest updates on where your parcel is and how close it is to reaching its recipient. Simply visit our tracking page and enter your tracking number.

The estimated delivery time for international parcels depends on your destination and the service you choose with us. Fill in your basic details on where your parcel is going, its weight and size – we’ll let you know how quickly we can get it there.

If you’ve already sent your parcel, enter your tracking number on our tracking page to check where your parcel is on its journey.

Please note that some locations take us longer to deliver to, and our delivery aims will be extended to remote addresses.

We’re sorry to hear you’ve been experiencing issues with our delivery service, and you’re in the right place for us to help resolve this for you.

Please check our guidance on how to contact us for international parcels to reach the right support for your query.

We’re 100% dedicated to ensuring every parcel arrives safely, but unfortunately, a small number do become damaged or lost within our network. If this happens, we’ll seek to remedy this and may pay up to the level of cover you selected for eligible items in our network. Make sure to check that your parcel items are not listed in our prohibited or non-compensation guide or terms and conditions before contacting us about a claim.

My parcel is eligible for cover:

Please check our guidance on how to contact us for international parcels to reach the right support for your query.

This is not what I ordered

If you’re the recipient, please let the sender know so that they can contact us to look into this.

The parcel I sent arrived damaged

We’re 100% dedicated to ensuring every parcel arrives safely, but unfortunately, a small number do become damaged within our network. If this happens, we’ll seek to remedy this and may pay up to the level of cover you selected for eligible items in our network. Make sure to check that your parcel items are not listed in our prohibited or non-compensation guide or terms and conditions before contacting us about a claim.

The parcel I received arrived damaged

If you’re the recipient, please let the sender know so that they can contact us to look into this.

Your recipient can choose to refuse the parcel. If your recipient has refused your parcel, we will endeavour to return the parcel as quickly as possible. Please be aware that returning international parcels can take a number of months and cannot be guaranteed.

See our other FAQ on ‘what happens if my parcel is stopped at customs?’ for more information.

If you’ve received a parcel through us but aren’t expecting any deliveries, please contact the sender. You will find the sender’s details on the packaging or inside the parcel itself.

A commercial invoice is required for any parcels travelling internationally as part of the customs declaration process.

Some carriers ask you to print this out and attach it to your parcel. Not with Evri. When you buy a parcel online, we automatically take all the information we need during the booking process, making it even easier for you.

Information required for each parcel

• Sender's details
• Recipient's details
• The reason for export
• If you are a business, your VAT status is also required. If you are VAT registered, we will need your EORI number.

Information required for each item

• Weight
• Description of goods
• Tariff code
• Value
• Country of origin

Why is an accurate commercial invoice important?

• It prevents delays with your parcel (as incorrect information can lead to hold-ups)
• It ensures your goods are correctly classified and that the appropriate taxes and duties are paid
• There are legal requirements to complete this information accurately.

Be sure to fill in all details correctly to ensure your parcel arrives at its destination as quickly as possible. If the information provided is incorrect, it could result in your parcel being held at customs, with delays and charges outside of our control

Whether you’re sending to the EU or further afield, when you buy a parcel delivery, a commercial invoice or CN 22/23 is required for any parcels travelling internationally as part of the customs declaration process. When you buy a parcel online, Evri will create these on your behalf. We use the information you provide during the booking process, making it even easier for you.

Be careful to fill in all the information correctly to make sure your parcel arrives at its destination as quickly as possible. If the information you provide is incorrect, it could result in your parcel being held at customs, with delays and charges outside of our control.

Customs charges depend on the destination, purpose, contents, and value of your parcel.

As the sender, the price you pay will cover the delivery service of the parcel.

If customs charges are applicable, Evri or the relevant authorities will contact your recipient.

If the parcel is an item you’ve sold through an IOSS-registered marketplace (Amazon, eBay, Etsy & Not On The High Street) or you are a business with an IOSS number, VAT charges are handled at the point of sale. This means there won’t be any extra costs for your customer when they receive their goods. The parcel will need to be destined to an EU country and be up to the value of €150 for IOSS numbers to apply.

Customs charges depend on the destination, purpose, contents, and value of your parcel.

As the sender, the price you pay will cover the delivery service of the parcel.

Otherwise, Evri or the relevant authorities will contact your recipient if customs charges are applicable.

If the parcel is an item you’ve sold through an IOSS-registered marketplace (Amazon, eBay, Etsy & Not On The High Street) or you are a business with an IOSS number, VAT charges are handled at the point of sale. This means there won’t be any extra costs for your customer when they receive their goods. The parcel will need to be destined to an EU country and be up to the value of €150 for IOSS numbers to apply.

The amount of time your parcel is held at customs can vary. If any applicable taxes and duties have already been paid and the information you provided when booking is accurate, we expect your parcel to clear customs more quickly. Bear in mind, customs clearance can vary depending on the destination country and the items inside.

If your parcel has not yet passed through customs, it could be due to outstanding taxes and duties. Alternatively, customs authorities may be conducting checks to ensure the items inside the parcel match the information you provided when booking your delivery.

We will update you on your parcel's progress through customs via our tracking page.

If customs charges are refused by the recipient, we’ll do our best to return the parcel to the sender. However, please be aware that returns from customs cannot be guaranteed. In some cases, parcels may be held or disposed of by local authorities, depending on the regulations of the destination country. These actions are outside of Evri’s control and may result in additional fees.

Unfortunately, we’re unable to refund the original shipping cost in these situations, as the return is due to unpaid taxes or duties - something we are not responsible for.

To help avoid issues, it’s important that all customs information is completed fully and accurately to make sure your parcel arrives at its destination as quickly as possible. If the information you provide is incorrect, it could result in your parcel being held at customs, with delays and charges outside of our control.

Please note, we cannot be held responsible for any charges that customs enforce on a parcel.

If you're wondering whether there's a difference between an HS code and a tariff code, the answer is: they're closely related, but not quite the same.

HS code stands for Harmonized System code. It’s a globally recognised six-digit number created by the World Customs Organization (WCO) to classify traded goods. Customs authorities around the world use these codes to quickly identify what an item is and apply the correct duties and rules. The HS code helps your parcel move through customs faster and more smoothly.

Tariff code is a broader term. It often starts with the HS code but includes extra numbers that are specific to the destination country. These extra digits give customs more detail about the item and may affect how much tax or duty is charged. For example:

• The EU uses an 8-digit version called the Combined Nomenclature (CN) code.
• The US uses a 10-digit version called the Harmonized Tariff Schedule (HTS) code.

Finding the right tariff code when you send with Evri

Don’t worry about looking up codes yourself. When you book your international parcel online with Evri, just describe what you’re sending clearly and accurately. Our system will automatically match your item with the correct code. It’s that simple - and it helps ensure your parcel gets through customs without delays.

If your parcel is on its way to the recipient and has been stopped at customs, it could be because there are outstanding taxes and duties to pay. Alternatively, the customs authorities may be carrying out checks to ensure that the items inside the parcel match the information you provided when booking your delivery.

If customs charges are refused by the recipient, we’ll do our best to return the parcel to the sender. However, please be aware that returns from customs cannot be guaranteed. In some cases, parcels may be held or disposed of by local authorities, depending on the regulations of the destination country. These actions are outside of Evri’s control and may result in additional fees.

Unfortunately, we’re unable to refund the original shipping cost in these situations, as the return is due to unpaid taxes or duties - something we are not responsible for.

To increase the likelihood of the parcel being accepted at customs, it’s important that all customs information is completed fully and accurately. Please also check our guide on items you can and can’t send with us, as well as our terms and conditions, before you send. If the information you provide is incorrect, it could result in your parcel being held at customs, with delays and charges outside of our control.

Please note, we cannot be held responsible for any charges that customs enforce on a parcel.

An EORI number (Economic Operator Registration and Identification) is used by customs authorities in the EU to identify businesses and their parcels during the import and export process.

Not everyone needs one - here’s what you need to know:

• Private senders: You do not need an EORI number.
• Businesses that are not VAT registered: You also do not need an EORI number.
• Businesses that are VAT registered: You must have an EORI number to export goods from the UK.

If you're a VAT-registered business and need to apply for an EORI number, you can do so using the links below:

• Apply for an EORI number if you are VAT registered.
• Apply for an EORI number if you are not VAT registered.
• Apply for an EORI number if this is requested for an import.

You can find further information regarding the EORI number using this link.

I have received a parcel from outside the UK and wish to return it​

If you need to return an item that was sent to you from outside the UK, you won’t be able to book this through our website at the moment. However, you can return it via a participating Post Office.

When dropping off your return, it’s important to let the Post Office know that the item is a return. This ensures the correct customs information is applied, which helps avoid delays or additional charges at the border.

We recommend contacting the sender to let them know your parcel is on its way back, and to check whether they have any specific instructions or return policies you should follow.

We’re 100% dedicated to ensuring every parcel arrives safely, but unfortunately, a small number do become damaged or lost within our network. If this happens, we’ll seek to remedy this and may pay up to the level of cover you selected for eligible items in our network. Make sure to check that your parcel items are not listed in our prohibited or non-compensation guide or terms and conditions before contacting us about a claim.

My parcel is eligible for cover:

Please check our guidance on how to contact us for international parcels to reach the right support for your query.

We’re 100% dedicated to ensuring every parcel arrives safely, but unfortunately, a small number do become damaged or lost within our network. If this happens, we’ll seek to remedy this and may pay up to the level of cover you selected for eligible items in our network. Make sure to check that your parcel items are not listed in our prohibited or non-compensation guide or terms and conditions before contacting us about a claim.

My parcel is eligible for cover:

Please check our guidance on how to contact us for international parcels to reach the right support for your query.

If you’re the recipient, please let the sender know so that they can contact us to look into this.

While our team investigates, we recommend you hold onto any damaged item(s) until we’ve been able to close your case.

We require photographic evidence of the damage to both the parcel contents and the packaging itself as part of the claims process.

Our claims team may also ask for salvage of your item or perhaps investigate the possibility of a repair, so please retain your item until your claim is settled.

We’re sorry if our service isn’t what you’d expect from us. We want to do our best to make things right for you.

Please use our 24/7 chatbot to create an enquiry within minutes, and you’ll receive a response from us within 24 hours.