While cases of shipments being damaged in transit are rare, they can sometimes unfortunately occur. As such, we have specific claims processes in place to deal with this, as per our terms and conditions.
Important: If your shipment arrives damaged, please contact our team immediately with a few images of the damage. We can then look into it on a case-by-case basis.
Any damage must be reported within 24 hours of your shipment's actual delivery.
How does damage occur?
While the couriers will take great care with individual shipments, due to the nature of their network your item will be traveling on the likes of conveyor belts, will go down chutes, and sometimes will travel with heavier items. This can sometimes lead to your items experiencing some wear and tear.
What if my packaging is damaged?
The courier does not compensate for damage to packaging of any sorts, whether that be a suitcase or a box. For this reason, we don't recommend using fragile or expensive cases.
Suitcases with plastic exteriors are more prone to damage due to the plastic itself being fragile. This is also the same for suitcases with exterior "spin-type" wheels; as these wheels are protruding from the suitcase itself, these wheels are extremely susceptible to damage even from coming into contact with other items whilst in transit. These types of suitcases are not recommended for transport.
If you are sending your items in suitcases, we strongly recommend covering any wheels and handles to give them some extra protection. If you are shipping your items in boxes, please ensure that the boxes are strong enough to withstand the weight of the items you are packing. We would highly recommend purchasing double walled cardboard boxes.
How do I claim for my damaged items?
If your items have been damaged in transit, please email into us at support@sherpr.com with the following information attached to our perscribed Claim Form.
Full list of damaged contents and description. Please include brands/make/model where applicable.
Description and images of the inner and outer packaging, including dimensions, colours and branding. The courier will use this to determine if the packaging was sufficient.
Weight of the impacted package.
A written description of the damage.
Value of each item.
Proof of purchases for each damaged item. This can be in the form of receipts or website links to similar items found online.
Photographic evidence of the shipping label in relation to the damaged box/suitcase.
Photographic evidence of each damaged item.
Please include up close images as well as images of the item in it’s entirety.
Photographic evidence of the inner and outer packaging.
Can the goods be repaired? If so, what are the repair costs?
Once you have returned the information back to our team with supporting evidence, our Claims team will raise the claim with the courier for you. All claims need to be submitted by our team at Sherpr within the allotted timeframe.
Claims must be done with Sherpr as we are the account holder who have placed your order with our partner courier. Any claims are subject to Sherpr's terms, and not that of the courier's.
Please do not send your claim directly to the courier as it will be refused.
It is important that for any damaged contents, we receive images of both the external (box/suitcase) and internal (any wrapping, bubble wrap, polystyrene etc) packaging, to ensure that we can assess this fully.
Claims for non-covered or proihibited items will not be entertained. We always recommend checking our non-compensation and prohibited items list prior to adding additional cover.
All successful claim payouts will incur a 20% excess fee.
Please see our Terms and Conditions regarding claims.