If your order arrives, and it is damaged, or items are missing, there are a few things you can do. This article describes the different options.
The packaging is damaged
The first thing to know is that you don't need to sign for orders that arrive damaged. If a driver tries to give you a damaged parcel, you can tell them that you are not accepting the goods. In this case, the driver notes down the damage, and returns the order to a depot to complete a damage report, and send the parcel back to the sender.
If the order is left for you, and the packaging is damaged, take some clear photos of the damage, then get in touch with Shippit support to follow up with the carrier.
What you need to send us:
Clear images showing the damaged packaging
A written description of the damage and how the goods were packaged upon arrival
⚠️ Important: Keep the order and the packaging until you hear back from Shippit. The driver might need to return to inspect or collect the order.
The items are damaged
If you discover that the items inside the packaging are damaged, take some clear photos of the damage, then get in touch with Shippit support to follow up with the carrier.
What you need to send us:
Clear images showing the damaged items
Clear images of the internal and external packaging
A written description of the damage and how the goods were packaged upon arrival
⚠️ Important: Keep the order and the packaging until you hear back from Shippit. The driver might need to return to inspect or collect the order.
Items are missing from your order
If there are items missing from your order, you might be expecting more orders to arrive later on. For more information about how orders can be split up into multiple shipments, see the Something is missing from my order article.