Swap provides administrative support for parcel claims on shipments sent via our shipping accounts. Claims follow carrier policies and final decisions on approvals and compensation rest with the carrier.
Carriers take 8-12 weeks to process claims.
Any compensation will be credited to your next Swap invoice.
If your parcel is lost, stolen, or damaged, please use the chat widget on your Swap dashboard and follow these steps: Lost parcel claims > Raise Claim > Fill in claims form or view the video here.
For more detailed information on carrier payout policies and the claims process, refer to the claims process guide available in the dashboard or help materials.
If the parcel is damaged, please make sure to upload images. If the tracking says delivered, please make sure to upload sufficient evidence to prove incorrect delivery.
All claim conclusions are determined by the carriers, not Swap.- Claims may also be rejected due to late filing or if the recipient refuses delivery.
Compensation generally covers only the cost price of the goods, not any expected profit. For a full reimbursement, it is advised to consider purchasing additional coverage such as Declared Value Coverage (DVC), especially for high-value items.
Payouts are often limited by the carrier’s standard liability unless additional insurance or declared value coverage is applied. Factors like declared weight and carrier-specific terms play a significant role.
Carriers often calculate compensation based on weight-based liability or declared value coverage (DVC). For example, FedEx compares the shipment’s cost price and its weight-based liability, paying the lower of the two. Common liability limits include approximately £8.45 per kilogram for road transport and £26.76 per kilogram for air transport.
Please do not submit claims for packages marked as delivered on the tracking. Carriers will not approve the claim requests unless there is sufficient evidence. If you have sufficient evidence, please upload it in the last section!
Note: Carriers typically reject claims for parcels marked as delivered but later stolen. Ensuring the claim is submitted within the carrier-specific deadline is crucial for acceptance. Claim payouts are handled through the carrier’s standard payout process and do not prevent you from refunding or replacing the order.
Carrier-specific deadlines:
Please take into account Swap can take up to 7 working days to submit a claim on your behalf.
Royal Mail: File within 80 days (lost: 10+ days after due date).
DHL: File within 14 days (lost: after the due date).
UPS: Lost: within60 days | Damaged: 14 days (lost: 10+ days no update).
USPS: Lost: 45 - 60 days | Damaged: 14 days (lost: 10+ days no update).
FedEx: Lost: 90 days | Damaged: 21 days (lost: after due date).
DPD: Lost: 28 days | Damaged: 14 days (lost: 10+ days no update).
Carriers set specific deadlines to manage their internal processes and mitigate risks. Various factors, such as shipment weight or additional insurance coverage like DVC, influence the reimbursement amount.
This is not applicable to Swap Protect orders