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How to raise a claim

Learn how to raise a claim if something goes wrong with your order.

⚠️ You can only raise one claim per supplier on each order

  • If you need to raise a claim on items from more than one supplier, you will be prompted to report separate claims

  • If relevant, you will need to provide photos of the delivery box as evidence, so we recommend that you keep the items and packaging for at least 14 days!

Step 1 - Raise a claim from your order page

To begin the claims process, please follow these steps:

  • Visit your “Orders” section in your account and select the relevant order.
  • Click "Raise a claim" below your invoice summary, read the instructions, and select “continue”

raise a claim

Step 2 - Select all products and tell us what's wrong

 

⚠️ Select all the products you need to claim for and tell us what went wrong with each. Please note:

  • You will be able to add items one by one.
  • If there are multiple issues with one item, you can record this by adding the product multiple times. 

  • Select the first item you need to raise a claim for and click continue.
select a product

  • Choose the issue experienced from the dropdown menu, as well as the quantity of items affected.

enter the issue

  • Repeat this process for all other affected items in your order from that supplier.

    more product

Step 3 - Upload evidence

  • For each claim item, you will be prompted to provide evidence.
  • To provide evidence, you’ll be guided through a step by step process with clear instructions and automated feedback where necessary.
  • Continue following the instructions through each step of the form until all evidence is provided
  • If you want a full breakdown on evidence requirements for each claim reason, view this page.

evidence 1

 ⚠️ Missing or insufficient evidence will result in delays to your claim. We will guide you on the evidence needed at each step of

the form.

  • You can provide multiple photos as evidence if needed. 

Step 4 - Review evidence and submit

  • Review your uploaded evidence before submitting the claim.
  • Once your claim is submitted, we aim to process it within 1 working day if all evidence is provided. 

review claim

Step 5: What happens after I submit my claim?

We will guide you through every step of the process. 

Please check this page for further information.