What should I do if a parcel arrives damaged?

Photograph the damage and the packaging without discarding it, then contact support with your tracking number.

GUARANTEES AND RETURNS

What we guarantee

What we guarantee for deliveries from the UAE and how to file a claim for damage, delay, or lost cargo.

Every shipment is photographed at the warehouse before it ships — this records its condition at intake.

Cargo is insured in transit up to its declared value.

A claim is reviewed within 10 business days.

Once damage or loss is confirmed, an insurance payout is made.

A claim is filed against the tracking number. We pull the photo record and status history to determine where the issue occurred.

Once damage or loss is confirmed, an insurance payout is made within the shipment’s declared value.

File a request with the tracking number and a description.

up to 1 day

We pull the photo record and status history.

up to 5 days

We prepare a report and, where applicable, issue a payout.

up to 10 days