While cases of shipments 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 shipments go missing?
While the couriers will take great care with individual shipments, there are rare occassions where a shipment may be lost in transit. These can occur when the label for your shipment may come off during transport, and can no longer be located within the courier's network and lost property facilities.
To avoid loss on your shipment, we recommend adhering to our recommended packing instructions.
Is it still possible to locate my missing shipment at a later time?
There are occassions wherein if your shipment cannot be located during the searches exhausted by our courier, that these are located at a later time. Should this occur, our team will reach out to you to confirm the next actions for your located piece.
In such occassions your shipment is located at a future time, any claim payout done whilst this was declared lost will still be honored.
How do I claim for my missing shipment?
Before your shipment is declared lost in transit, our team will endeavour to raise a search with the courier to locate your missing pieces before this is declared lost. To do so, our team would have requested the descriptions for your missing shipment before raising a search with the courier.
If in the occassion the shipment is declared lost in transit, our team will help raise a claim against the courier for the loss of your shipment. To do so, our team will request the following information:
Full list of missing contents and description. Please include brands/make/model where applicable.
A written description of the damage.
Value of each item.
Proof of purchases for each missing item. This can be in the form of receipts or website links to similar items found online.
This information can be returned to our team within 7 working days, using our perscribed Claim Form to be emailed over at support@sherpr.com.
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.
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.