While cases of items being lost 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 with any missing, please contact our team immediately with information on the missing items, and photos of the packaging. We can then look into it on a case-by-case basis.
How do items go missing?
While the couriers will take great care with individual shipments, there are rare occassions that items may go missing from a complete delivery. In these cases, these may be caused by tears on the packaging that have allowed items to slip through. Other cases may be that your packages were opened during Customs inspection, and not repackaged correctly before proceeding with delivery.
How do I claim for my missing items?
Unlike shipments declared lost in transit, or deliveries that arrived damaged, missing pieces do not immediately move onto a claim. Our team will endeavour to raise a search with the courier to locate your missing pieces before this is declared lost.
If some items are missing, please email into us at support@sherpr.com with the following information:
Item description
Brand
Size
Colour
Any unique identifying items
Value of items Individual / total
Description of the inner and outer packaging.
Photographic evidence of the inner and outer packaging.
Once you have returned the information back to our team with supporting information, a search will be raised with FedEx