Claims must be raised within the carrier timeframe below plus 7 working days for Swap to submit on the brand’s behalf.
Although we do everything we can to ensure a timely resolution for your claim, final timelines, decisions, and payouts rest with the carrier. Processing times vary across carriers - the below table offers an idea of what you can expect.
All claims require a cost invoice and proof of postage if no scan on tracking.
Carrier | When to raise/query | Claim submission deadline |
Royal Mail | No tracking update in 7 working days | Claims must be filed within 80 days of shipment |
DHL | No tracking update / not delivered by due date | Claims must be filed within 14 calendar days of shipment |
UPS | No tracking update in 8 days | Damaged claims within 14 days; lost claims within 60 days |
FedEx | Raise query after 48 hours with no tracking update | Damaged claims within 21 days; lost claims within 90 days |
InPost | Raise query after 3 working days with no update | Parcel enquiries within 28 days of parcel stored event |
ProCarrier | Raise query after 7 working days (14 days international) | Not explicitly stated — handled through ProCarrier Horizon portal |
USPS | Query after 7 working days with no movement | Claims must be filed within 60 working days of posting |
DPD | Recommend reaching out after 48 hours with no movement | Claims for lost/damaged parcels within 14 days of delivery or expected delivery date |