Your questions about insurance and claims

Insurance

Am I covered against loss or damage?

We understand that customers want reassurance for their parcels and pallets, which is why we automatically provide free cover up to £50 on every order. If you're sending an expensive item or need more cover than this, simply top up the amount with extra cover for a very reasonable cost. Insurance is not provided per parcel or pallet, but for the total value of all the goods on your order.

Free cover

We automatically cover every order for a value up to £50 and we don't charge you a penny for this. The amount of cover is for the total value of your order, be it one item or more. If your order value is worth more than this and you purchase extra cover, extra cover voids the free cover. For example:

  • You have five parcels and each is worth £100, so you want cover up to £500
  • You purchase extra cover worth £500 (it costs you £10) and you're covered up to £500
  • You are not covered for £550 - that is, free cover worth £50 plus extra cover worth £500

Prohibited items

You will not be covered for prohibited items with free or extra cover under any circumstances.

You'll find all the help and advice you need on prohibited items within the list.

View the list of prohibited items

Unprotected goods

Claims for goods that were badly packaged in the first place or mis-labeled by the sender will always be difficult to successfully pursue.

Please make sure you understand how to package your items to protect them from damage and how to label your parcels correctly.

How much is extra cover?

If our complementary free insurance isn't enough, you can quickly and easily add extra insurance to your order for cover up to the value of your goods. Extra cover is available for shipments going to the UK, European Union, USA, Canada and a small number of other countries.

Contact us if your insurance level is not automatically calculated for you at the checkout, but is required. This usually means we need to check if the destination point can be covered.

Cost of extra cover up to £1,000

£2 pays for cover up to £100

£5 pays for cover up to £250

£10 pays for cover up to £500

£15 pays for cover up to £750

£20 pays for cover up to £1,000

Cost of extra cover up to £10,000

Insurance for cover over £1,000 and under £10,000 is underwritten by NMU and calculated in price brackets. The cost price is incremental at around 2% of the value of your goods. To keep this simple, the cost is automatically calculated for you at the checkout.

High-level insurance

If you require insurance beyond this amount, contact our Sales team with details of your shipment.

How much money will I get back?

Whether you ship your order covered by our free insurance or you purchase extra cover, you are only covered up to that level of insurance, eg. up to £50.

It does not mean that in the event of loss or damage to your parcel or pallet that you will receive £50 if your claim is successful. You will receive an amount not exceeding the total value of all the goods that are lost or damaged.

Reimbursement

The value is the amount you paid for the goods, not the retail value.

Claim settlements do not include VAT.

What if I'm not the sender?

If you're buying something from an online trading store like eBay or Amazon, but you're arranging your own courier because you know it's cheaper with P4D, this is easily done with our instant booking system, but you need to make sure the sender understands the packaging requirements. We encourage our customers to protect themselves when buying in because no level of insurance will cover a badly packaged item.

Responsibility

As the person organising the courier it is your responsibility to check that your arrangements for insurance are in order. However, for a damage claim to be successful, you must be able to show that your item was well packaged in the first place and protected for the journey. If an item was sent without padding or in an old tatty box, for example, then a claim for damage in transit is unlikely to be considered. Not all sellers on eBay, Amazon or any other trading store are businesses and they may not have used a courier service before, so it is your responsibility to check they understand the packaging requirements for the collection service you book. This is not something we or the courier will take responsibility for.

Guidance

Before confirming your courier collection with P4D, check the Terms on the trading platform you are using to purchase an item and ask the sender how the item will be packaged. If they are not familiar with the necessary requirements, but are willing to package the item properly, send them the link to our packaging and labelling FAQs, which tell them everything they need to know:

www.p4d.co.uk/faq-packaging-labelling

Trading disputes

It is important you work in partnership with the seller to make sure your delivery arrives in one piece. We will not become involved in damage disputes of this nature. Where an agreement on packaging or labelling has not been met with either party, we cannot resolve this issue on your behalf. However, where a claim needs to be made for loss or damage we gladly accept evidence from either party (sender or receiver / seller or buyer) to support the claim. Any settlement will be paid to the person who booked and paid for the courier with P4D.

Labels

When arranging your own courier, make sure you arrange for the shipping labels to be sent on to the sender in time for collection and that they use them.

Claims

What happens if my item doesn't arrive?

If your parcel or pallet doesn't reach its destination on the day it is due, you need to let our Customer Service team know immediately or within seven days of the collection date.

Notify us about a non-arrival

Go to www.p4d.co.uk/support and select 'not yet delivered'.

Deadlines

Immediate notification gives us the best opportunity to contact the courier company who can then speak to the driver and search the relevant depots in case the parcel has been missed. Some courier companies accept claims after seven days, but not all, therefore your claim may be refused after seven days.

For the small percentage of deliveries that aren't delivered successfully, our exceptional Customer Support team comes in to its own and we take on all queries and claims on your behalf, but ask that you act quickly and provide all the information requested.

Delayed goods

Until the time is passed for a delivery deadline, be this the end of the day for a standard economy service or the cut-off point for a timed delivery, your item is not considered lost, but delayed. We will investigate the reason for this. You should be aware that some courier companies can deliver up until 7pm in residential areas and before this time, your delivery will not be considered delayed.

In the event that your parcel or pallet is not delivered at all, please submit a request for support immediately via www.p4d.co.uk/support. Our Customer Service team will then contact the courier to find out where your item is and let you know as quickly as they can what the problem is. We are incredibly responsive to emails, so please don't try to phone as well, this simply prevents our team from using their time most effectively to investigate the problem. We need all the facts from the courier network before we can rebook or refund a delivery, or consider the item lost.

Confirmed loss

If your parcel or pallet cannot be tracked, our Customer Service team will ask the courier to launch a full trace on your parcel or pallet. We will keep you routinely informed of their findings and contact you for any detailed information they might need. If the courier cannot find the shipment and confirm it lost, our Customer Service team will then pass your details on to our Claims department. They will promptly contact you to confirm the procedure for submitting a claim, which differs between couriers, and they will see the claim through to its full conclusion.

Until your item has been confirmed lost by Customer Service, any contact regarding making a claim will be passed to them as an ongoing enquiry for a delay.

Multiple items

If you sent more than one item on your order, please let us have your tracking number, which can be found on the original order confirmation email.

What happens if only part of my parcel is missing?

On occasion, parcels can arrive at their destination with something missing. Although this is sometimes related to damage, most often it is because two parcels have been strapped together and sent as one parcel delivery.

Never strap parcels together!

Our packaging advice confirms that two parcels should never be transported strapped together, but sent as two separate items. This ensures that both parts of your delivery are labeled and are trackable. It also means that both items are fully covered in the event of a loss. Most couriers will refuse to take two items strapped together, but in the event that they do, you will not be able to submit a claim for loss. If you have classed the items as one parcel and one item arrives without a problem, then this delivery cannot be disputed, regardless of a separate item.

Read our packaging and labelling advice

What happens if my item arrives damaged?

If your parcel or pallet arrives at its destination and is damaged, you need to let our Customer Service team know within three days of delivery. They will then ask our Claims department to contact you to initialise a claim for damage and advise you of the process.

Notify us about damage

Go to www.p4d.co.uk/support and select the option to start a claim.

You should contact us before you start to compile evidence, so that we can promptly put the wheels in motion.

Deadlines

Some courier companies accept claims after three days, but not all, therefore your claim may be refused after three days.

For the small percentage of deliveries that aren't delivered successfully, our exceptional Customer Support team comes in to its own and we take on all queries and claims on your behalf, but ask that you act quickly and provide all the information requested.

Damaged goods

To prevent damage to your item it is your responsibility to make sure they are well packaged and protected. If they are not protected appropriately for transportation through a courier network then a claim for consequential damage will not be successful. Fragile items like glass are on the prohibited list and should not be sent at all. If your parcel or pallet has been damaged by the courier, you must let us know before the deadline, otherwise it is too late with some couriers to start a claim. Notify us about damage via www.p4d.co.uk/support so that we can immediately get the ball rolling.

At this stage, we do not accept photographs or additional information. The claims process for every courier network we work with is different and you will be asked to provide different information depending on which courier your booked with. We will reply promptly to your support request and providing we get the necessary information back from you on time, we can then submit a claim with the courier. If we have strong evidence to support the claim, we'll always do our best to get your claim settled very quickly.

Multiple items

If you sent more than one item on your order, please let us have your tracking number, which can be found on the original order confirmation email.

What constitutes "good" evidence for parcel damage?

The photographic evidence you submit for a damage claim is absolutely vital to the outcome of the claim. If your parcel has been damaged you need to prove to the courier that your item was damaged in transit - that is, that the goods were shipped in a strong box, sealed with strong tape, and goods inside that box were also individually protected for transportation. Photos should be in focus and well lit, so that the damage can be clearly seen in the image.

Take photos from a distance to show the points of damage to the box and then take close ups of these damaged areas as well. If there are items inside the box that are damaged as a result, take photos of this damage to demonstrate the impact on the contents. Save your files in .jpg or .gif format, so that they are small enough to upload or email to us.

Image series

We recommend you send evidence to us in series. That is, a collection of images showing both external and internal damage, or photos from different angles if you're not sure which is most useful. Here is a good example:

Wide shots

Here are some good examples of photographs show damage points on the box:

Close ups

Here are some good examples of photographs that show specific points of damage. Try to find the best angle or send us a few different shots if you're not sure:

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 Have we missed something important? Email us with your question, so we can add it to the list.

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