Dispute Resolution
Explains how complaints and compensation claims are handled.
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1. Contact Us First
If you experience a problem with your shipment, the first step is to contact our customer service. You can fill in the form on our Support page or call +44 7555 319555. Your request is logged and you receive a case number.
2. Investigation Process
Claims for loss, damage or delay are resolved within 15 business days at the latest. During the investigation, shipment records, proof of delivery and transport documents are reviewed. The outcome is communicated to you in writing.
3. Compensation Claims
In the event of damage or loss, you must submit your compensation claim within 7 days of delivery, together with the invoice and photographs of the damage. The amount is determined based on the declared value and any additional insurance coverage.
4. Alternative Remedies
If you are not satisfied with the outcome, you may apply to the Consumer Arbitration Committees or the Consumer Courts. For disputes with commercial customers, the courts and enforcement offices of Istanbul have jurisdiction.