How to claim cover for a damaged parcel

Oh no! Sorry to hear your parcel was damaged.

While we take a lot of care in delivering your parcel safely, sometimes things don’t go to plan.  

This article will step you through the process of reporting damage and claiming cover for your parcel under both Sendle Cover and Extra Cover. 

Before we get into the nitty-gritty, please check that your parcel is covered by Sendle’s Cover Policy and that the damage claim is made within 1 business day of the parcel being delivered. This will make sure there aren’t any hiccups. 

Keep in mind: If your parcel has been scanned as 'damaged in transit', you won't need to provide photo evidence in your damage claim – you can start from Step 2.

Here’s how you claim cover for a damaged parcel:

Step 1: Ask the receiver to take some photos of the damage that includes: 

  • the packaging,
  • the parcel label (clearly showing the reference number), and 
  • the damaged item. 

(If it's been scanned as damaged in transit you won't need to do this!)

Step 2: Log in to your dashboard and go to the parcel’s tracking page. 

Step 3: Go to the ‘Manage parcel’ section and click on ‘Damaged parcel claim’.
You'll need to do this within 1 business day after the parcel has been delivered – after that, this button will disappear.

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Step 4: Upload the photos of the damaged parcel (if required) and packaging. Remember, make sure the images show the packaging, the parcel label (clearly showing the reference number) and the damaged item. 

Step 5: Fill out the rest of the cover claim form. Include relevant info about the parcel’s contents and proof of its value (like a receipt, invoice or a statutory declaration), as well as your bank details. Then hit ‘Submit’.

Step 6: We’ll review it and get back to you via email with the outcome of the claim (and any next steps) within 7 business days.


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If something goes wrong with your delivery or you need to make a change to your order, use the tools in the Manage Parcel section on the parcel tracking page.

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