What happens if my parcel is damaged before delivery?

If we identify that your parcel has been damaged before delivery, our Support team may contact you to confirm what you would like us to do next.

We will usually contact the sender first. If sender contact details are not available, we may contact the receiver.

What options are available?

Depending on the condition of the parcel, you may be able to:

• Continue with delivery, where it is safe to do so.
• Request that the parcel be returned to the sender.

Both the sender and receiver can request either of these options.

If the parcel cannot be safely delivered, our team will advise you of the available next steps.

Claims, disposal or changing the delivery address

Some actions can only be requested by the sender or account holder.

If you are the receiver, you will need to contact the sender if you would like to:

• Lodge a claim for the damaged parcel.
• Request that the parcel be disposed of.
• Redirect the parcel to a different delivery address.

The sender or account holder can then contact our Support team to discuss the available options.

How long do I have to respond?

Where a damaged parcel is being held while we wait for instructions, please respond as soon as possible.

In most cases, we require instructions within 5 business days.

A shorter response time may be required if the parcel is leaking, unsafe or presents another safety concern. Our Support team will let you know if earlier action is required.

What to do next

If you have been contacted about a damaged parcel, reply to our Support team with your preferred option.

Have your consignment number ready so we can identify the parcel and confirm the available next steps.