Claims and In-Transit Protection
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      1. Qogita Support
      2. Claims and In-Transit Protection

      Raising 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 do not throw anything away!

      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

      • If we need additional details or some evidence is unclear, we'll reach out to you. Please note that failure to provide this requested evidence could result in your claim being declined.
      • If approved, a refund equal to the value of all items in the claim will be issued. For more information see here.
      • You can reach out to our live chat for updates on your claims status at any time!