We know how stressful it can be if your shipment has been lost or damaged 😔 and we’re here to make the process of claiming much simpler and hassle-free for you.

This guide explains how to file a claim, what you’ll be credited, and what to expect next, depending on whether Shipping Protection was added to your shipment or not.

✅ Before You File a Claim

The most important thing to check first is whether Shipping Protection was purchased at checkout.

If you’re unsure whether Shipping Protection was added, our Support team can confirm this for you 💬

🔐 Shipping Protection Purchased

If your shipment was insured:

• 💸 We immediately credit the shipping fee to your account
• 🛡️ We submit a full insurance claim for the product value
• ⏳ Once approved, we reimburse you for the insured product value
• We’ll keep you updated if any additional information is required during the review process.

‼️ NB: All claims need to be submitted within 30 days of the shipment creation date 

📝 How To File a Claim When You Have Purchased Shipping Protection

If you added Shipping Protection to your shipment, you’re covered for product value + shipping fee 🛡️

To start the insurance claim and dispute process, please complete this form within 30 days of the shipment creation date

👉 Insurance Claim Form

What you’ll need to provide

• 📦 Shipment or tracking number
• 📄 Supporting documents (invoice, proof of value)
• 📸 Photos (if the shipment was damaged)

If your shipment was damaged, strong evidence is essential

For a successful insurance claim, please include:

• 🔹 Photos of the damaged items
• 🔹 Photos of the box (inside and outside) showing the damage
• 🔹 Photos of the parcel before handover, if available

What happens next?

• 💸 We’ll credit your account for the shipping fee
• 🛡️ We’ll submit the insurance claim for product value
• ⏳ Once the insurance provider approves the claim, we’ll reimburse you for the product value

Once the form is submitted, we’ll take it from there 🙌

🚫 No Shipping Protection Purchased

If your shipment was not insured:

• 💸 We credit the shipping fee back to your account eith in full or partial
• ❌ No product-value insurance claim is submitted
• 🧾 We later dispute the shipping cost with the carrier on our side

📝I Did NOT Purchase Shipping Protection

If Shipping Protection was not added to your shipment, we’re still able to help, but unfortunately only the shipping fee can be credited.

To get started, please complete this form:

👉 Shipping Fee Dispute Form

What you’ll need to provide

• 📦 Shipment or tracking number
• 📄 Any supporting documents
• 📸 Photos (if the shipment was damaged)

If your shipment was damaged

Please include:

• 🔹 Photos of the damaged items
• 🔹 Photos of the box (inside and outside) showing the damage
• 🔹 Photos of the parcel before handover, if available

What happens next?

• 💸 We’ll credit your account with the shipping charges n full or partial
• 🧾 We’ll dispute the shipping cost with the carrier on our side
• ❌ No product-value claim is submitted, as the shipment was not insured

🦸‍♀️ Have more questions? We’re here to help!

If you need help filing a claim, aren’t sure whether your shipment had Shipping Protection, or have questions about a lost or damaged parcel, our support team is ready to assist 💬

📱 WhatsApp: +27 83 321 5407

💻 Live Chat: Use the chat bubble on our website

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Updated on: 27/01/2026