Sending & Delivery Issues
Making a claim
Please note: Before making a claim, you must first lodge a query for that item. Queries for missing/lost items must be completed within 14 days of despatch, and queries for damaged items within 7 days of delivery. If you need to make an international ...
How to lodge a query for a delivery
If you have a question about a parcel you have sent or is being delivered to you, you can query it on our website. Sending us your query through our website can be much faster than phoning, and you can do it at a time that is convenient for you. We ...
Missing, Lost or Damaged Deliveries
We do our best to care for all deliveries trusted to us, and it doesn't happen often, but due to the nature of courier networks sometimes parcels can go missing or get damaged along the way. Should this happen to your delivery, here's what to do: ...
Making a complaint
We’re very sorry that you feel you need to make a complaint. Our local branches are best equipped to manage complaints as they will have all the needed information about your parcel, query or account. If you feel your complaint need serious ...
Courier has not arrived for a requested collection
When you make a booking for a courier to come and collect your items for delivery, they will do their best to come in on their next cycle time – they do not come straight to you from where they are. Cycle times are the scheduled times our couriers ...
Contacting your courier driver
For safety and security reasons we cannot give out the contact details of our couriers. If you have had an issue with your courier, or they have not arrived when expected, please email your local customer service team or account manager with the ...