Claims and Liability

Claims and Liability


Liability for Loss or Damage

All goods are carried under BIFA 2005 terms and conditions (BIFA 2005) , which limit our liability. Without Enhanced Transit Liability, you are covered for the minimum of £50 or 2SDR per kilo, whichever is greater.

All successful claims will usually include a refund of the carriage costs.

Claims for Loss

Loss of Claims Process

  • For DHL, loss claims must be reported within 14 days of the expected delivery date.

For loss claims

  • Once a shipment has been reported missing, the carrier will request a full description of the package in order to conduct a depot search. Only once this has been completed can a claim be submitted.

Claims for Damage

Damage Claims Process

  • For DHL, damage claims must be reported within 14 days of the delivery date (this includes the day of delivery)

For damage claims

  • The carrier must keep the original packaging and damaged items at the delivery address for inspection. Failure to do this may void the claim.
  • Photographs of packaging and damaged items will be required to resolve claims.
  • The carrier will require evidence of the value of your goods such as original receipts.