When your shipment is traveling through the network, all items will be weighed and measured by an electronic scanning system.
When shipping, the price of sending items by courier is determined by both their actual weight and their dimensions (volumetric weight). If an item is larger or heavier than what was paid for, then the courier would notify us of the discrepancies.
Sherpr would then send you an Recharge email, explaining what the courier has recorded the size/weight to be and also re-confirming what you have paid for.
Our team will always give you an opportunity to dispute this, but you must follow the steps advised within the email. If you wish to dispute the charge, please email our accounts team with proof of the weight and dimensions. For example, a photo of your item clearly showing the shipping label with a ruler or tape measure indicating the dimensions may suffice. Our team will then liaise with the couriers to determine if the charge can be overturned.
It is possible for items to change dimensions and/or shape during transit depending on how they are packed for travel.