Transglobal Express - Worldwide Parcel Delivery
  • 0345 145 1212 Monday to Friday, 08:00 – 18:30
    Saturday, 09:00 - 13:00. Calls recorded.

Claims and Liability

All goods are carried under BIFA 2005 terms and conditions (BIFA 2005) which limit our liability. Without choosing additional coverage, you are covered for goods valued up to £50, or 2SDR per kilo, whichever is greater (or £25, or 2SDR per kilo, for our Hermes, Landmark Global and USPS services).

We strongly recommend you read these terms and opt for additional cover if required. Insurance cover is non-refundable once the shipment has been collected or dropped off.

Claims can be made by emailing [email protected] or by calling us on 0151 305 3837 (Monday-Friday 8am-5:30pm) in the first instance.

  • Claims must be made directly to Transglobal Express. Any attempt to claim with the carrier directly will invalidate your claim with us.
  • A claim can only be made by the person or company contracted with Transglobal Express; that is, the account holder, not the receiver.
  • A claim for lost or damaged goods will be rejected if the items claimed for are missing from the original valued customs invoice or if the items claimed for are on our list of "Dangerous, Hazardous and Prohibited", or "No Compensation" items.
  • Claims for lost parcels or partial loss (missing contents) will be invalidated if the goods are located or are no longer considered lost.

All successful claims will usually include a refund of the carriage costs.

We aim to process all claims as quickly as possible. Once we have received all relevant documentation and evidence, we endeavour to make you an offer within 14 working days. Once the offer is accepted, we process payments via BACS within 5 working days.

Resulting payments will be made in Pound Sterling (GBP).

Select the relevant option below to read more about our loss and damage claims process:

Making a claim for lost parcels

Making a claim for partial loss or damage

The following information pertains to claims for parcels that are delivered but with damaged or missing contents.

  • All damage claims, or claims for partial loss, must be reported within 14 days of the delivery date (including day of delivery). We strongly advise that you contact us as soon as possible, and preferably within 7 days.
  • A claim for partial loss can only be submitted once the carrier has completed a search.
  • A claim for partial loss will be invalidated if the goods are located or no longer considered lost.
  • We do not accept claims for mechanical derangement. This is when an item is reported as faulty or broken but shows no clear external evidence of damage in transit.
  • We do not accept claims for damage to packaging materials.

For partial loss or damage claims:

  • The original packaging and damaged items must be kept at the delivery address for inspection by the carrier. Failure to do this may void the claim.
  • Photographs of packaging and damaged items will be required to resolve claims. There must be evidence of suitable packaging - please see our packaging guidelines for advice on what constitutes appropriate packaging. We advise you to take photographs of the packaging of your parcel before it is sent, but photographs from the receiver once the parcel has been delivered will also be considered.
  • For DPD, TG Euro Parcel and TG Air Economy services, you must provide a photograph showing the barcoded shipping label attached to the outer packaging on delivery.
  • You will need a copy of the delivery note signed "damaged" or "unchecked". (Please note that we will reject any claim where the goods have been signed for "In Good Condition".)
  • You will need proof of value for the entire consignment (original receipt or purchase invoice). Please note that this must represent the cost and not the sales (retail) price. Only the replacement value or repair cost of the goods will be paid.
  • You will need a quote for repairs or invoice/receipt for replacement parts, if applicable.

In the event of a full settlement for damaged goods, the goods become the property of Transglobal Express and we reserve the right to retrieve them.

Submitting your Partial Loss/Damage Claims Application

To submit your application:

  • Click on the button below to download your Damage Claims Application Form.
  • This is usually be saved to the Downloads folder on your computer.
  • Open the PDF in Adobe Reader - not in your browser (instructions on how to download are available to view here)
  • Enter all the requested information into the claims form.
  • Once completed, save the PDF and keep a copy for your records.
  • To submit your application:
    • Upload your application along with supporting evidence to the Upload Center in your account area
    • Email your application along with supporting evidence to [email protected]
Download Damage Claim Application
Back to the top
Cookie Settings