CUSTOMER SUPPORT & SHIPPING INFORMATION
Claims, Loss & Damage
Information about reporting damaged, missing or lost international shipments, the evidence that may be required and how freight claims are assessed.
International shipping involves multiple stages of transport, handling and delivery. Although shipments are generally transported without incident, damage, loss or missing contents can occasionally occur.
If you experience a problem with a shipment arranged through Send Stuff, it is important to report the issue promptly and retain any relevant evidence.
This guide explains the steps to take, what information may be needed and how claims are generally handled. The outcome of any claim depends on the applicable shipping terms, carrier requirements and relevant law.
What to Do If Your Shipment Arrives Damaged
If your shipment arrives with visible damage to the packaging or contents, document the condition of the goods as soon as possible.
Photographs and packaging evidence can be important when determining how damage occurred and whether a claim may be considered.
Steps to Take After Discovering Damage
- Photograph the outside of the package before removing the contents.
- Take clear photographs of any damaged items.
- Photograph the internal packaging and protective materials.
- Keep the original carton, suitcase, labels and packing materials.
- Record the date the shipment was delivered and damage discovered.
- Contact Send Stuff promptly with your shipment reference and a description of the issue.
Do not discard the packaging. The carrier may require photographs or a physical inspection of the original packaging and contents before assessing a damage claim. Retain the materials until you have been advised they are no longer required.
Visible vs Concealed Damage
Visible damage is damage that can be identified when the shipment is delivered, such as a crushed carton or broken case.
Concealed damage is damage discovered after opening packaging that appeared undamaged externally. Both types should be documented and reported promptly.
What If Your Shipment Is Missing or Lost?
A shipment that has not arrived by its estimated delivery date is not necessarily lost.
International shipments can experience tracking gaps, customs delays, missed connections or other transport disruptions.
Before Reporting a Shipment as Lost
- Check the latest available tracking information.
- Confirm the delivery address and recipient details.
- Check whether the shipment is awaiting customs clearance.
- Review any delivery exception or attempted delivery notifications.
- Confirm whether the carrier has recorded delivery.
If the shipment cannot be located, a carrier investigation or trace may be required to determine its status.
Important: A shipment is not automatically considered lost because its estimated delivery date has passed. The carrier may need to complete an investigation before a loss claim can be assessed.
For more information about tracking and delays, see our Delivery Times & Tracking Guide .
What Evidence Is Needed for a Claim?
Carriers may request supporting documentation before considering a claim for lost or damaged goods.
The information required will depend on the type of claim, the goods involved and the applicable carrier procedures.
| Evidence | Why It May Be Required |
|---|---|
| Shipment Reference | Identifies the shipment and relevant transport records. |
| Photographs | Shows the condition of the packaging and damaged contents. |
| Proof of Value | Helps establish the value of the goods being claimed. |
| Packing List | Helps identify the items included in the shipment. |
| Repair Assessment | May help establish the extent and cost of repairable damage. |
| Delivery Records | Helps establish when and how the shipment was delivered. |
| Original Packaging | May be required to assess whether the shipment was suitably packed. |
Example: A Damaged Golf Club
If a golf club arrives damaged, useful evidence may include photographs of the travel case, protective materials and damaged club, together with proof of the item's value and any relevant repair assessment. This information may assist the carrier in reviewing the circumstances of the damage.
How Does the Claims Process Work?
Claims are assessed according to the circumstances of the shipment and the applicable transport conditions.
- Report the issue: Contact Send Stuff with the shipment reference and a description of the problem.
- Provide evidence: Supply the available photographs, documents and proof of value.
- Review and investigation: The relevant carrier or responsible party may review transport records and request further information.
- Claim assessment: The claim is considered under the applicable terms, liability rules and evidence.
- Outcome: The result is communicated once the assessment has been completed.
Please note: Submitting a claim does not guarantee compensation. Additional documents, inspections or investigation may be required before an outcome can be determined.
The time needed to assess a claim varies depending on the circumstances, carrier requirements and complexity of the investigation.
Carrier Liability & Compensation
International freight services are subject to contractual conditions and, in some circumstances, international transport conventions or other applicable laws.
These rules can affect whether compensation is available and how liability is calculated.
Liability May Be Limited
Carrier liability may be subject to limits based on factors such as shipment weight, applicable transport rules, the nature of the claim and the agreed shipping terms.
As a result, the amount recoverable for a lost or damaged shipment may be less than the full replacement value of the goods.
Important: Declaring the value of goods for customs purposes does not automatically increase a carrier's liability or establish entitlement to compensation for that amount.
Does Send Stuff Provide Shipping Insurance?
Send Stuff does not currently offer shipping insurance. Customers should not assume that the full value of their belongings is covered against loss or damage.
Customers wishing to explore additional financial protection may wish to seek independent advice about insurance options suitable for international transport before shipping.
Nothing on this page excludes or restricts rights or remedies that cannot lawfully be excluded.
How Packaging Can Affect Damage Claims
Appropriate packaging is important when sending goods internationally. Shipments may pass through multiple handling and transport stages.
Carriers may consider the adequacy of the packaging when assessing a damage claim. The applicable conditions determine how packaging affects liability.
Good Packaging Practices
- Use packaging appropriate for the item's weight and fragility.
- Protect delicate items against movement and impact.
- Use sturdy cartons and suitable internal cushioning.
- Securely close and seal all packages.
- Remove or cover outdated shipping labels.
- Ensure contents comply with carrier and destination restrictions.
Example: Fragile Household Items
Fragile household items should be individually protected, separated from one another and secured within a suitable outer carton. Empty space should be filled to reduce movement during transport.
Read our Packaging Guidelines for further advice about preparing luggage, cartons and specialist equipment.
When Should You Report Loss or Damage?
Report any suspected loss, missing contents or damage as soon as possible.
Carrier claim procedures and applicable laws may impose specific notification, evidence submission or formal claim deadlines. These can vary by carrier, route and type of claim.
Delaying notification may make it more difficult to investigate the issue or meet applicable deadlines.
Do not wait to collect every document before reporting a problem. Contact us promptly with the information you have, and explain which supporting documents are still being obtained. We can then advise on the relevant next steps.
Reporting an issue to Send Stuff does not necessarily replace any formal notice or claim requirements under the applicable transport terms or law. We recommend checking those requirements without delay.
How to Reduce the Risk of Loss or Damage
While no shipping method can eliminate every risk, careful preparation can help protect your belongings.
Before Sending Your Shipment
- Choose packaging suitable for the contents and transport conditions.
- Photograph valuable or fragile items before packing.
- Keep a detailed packing list for each carton or suitcase.
- Retain purchase records or other evidence of item values.
- Confirm that the recipient's name, address and postcode are correct.
- Avoid sending irreplaceable or highly sentimental items where possible.
- Declare all contents accurately and check shipping restrictions.
- Review the shipping terms and applicable liability limits.
Proper preparation also makes it easier to identify the contents and provide supporting evidence if a problem occurs.
Frequently Asked Questions
What should I do if my parcel arrives damaged?
Photograph the packaging and damaged contents, retain all packing materials and contact Send Stuff promptly with your shipment reference.
What happens if my shipment is lost?
The shipment may need to be traced or investigated by the relevant carrier. Any subsequent claim will be assessed under the applicable terms and legal requirements.
Will I receive the full value of my belongings if they are lost?
Not necessarily. Carrier liability may be limited under transport conditions or applicable law. Compensation is not automatically based on the full declared or replacement value.
Does Send Stuff provide shipping insurance?
No. Send Stuff does not currently offer shipping insurance. Customers should review the applicable liability conditions before shipping.
Do I need to keep the damaged packaging?
Yes. Keep the outer packaging, internal protective materials and damaged contents until you have been advised they are no longer required.
Can I claim for damage to a suitcase?
You can report damage to a suitcase for assessment. Whether a claim is accepted depends on the circumstances, applicable terms, evidence and any relevant exclusions or liability limits.
How long does a claim take?
Claim processing times vary depending on the carrier, documentation, investigation requirements and circumstances of the shipment.
Can I submit a claim without a receipt?
You should report the issue even if you do not have an original receipt. The carrier may request alternative evidence to help establish the item's value or ownership.
How do I contact Send Stuff about a claim?
Use our Contact Us page and select Existing Shipment as the enquiry type. Include your shipment reference, a description of the issue and available supporting evidence.
Need to Report a Shipment Issue?
If a shipment arranged through Send Stuff has been damaged, delayed or appears to be missing, contact our team with your shipment details so we can review your enquiry and advise on the next steps.
CONTACT SEND STUFF →Important information: This page provides general guidance and does not replace the applicable shipping agreement, carrier terms, transport conventions or relevant law. Claim eligibility, notification requirements, liability and compensation depend on the individual circumstances. Nothing on this page limits rights or remedies that cannot lawfully be excluded.