Personal Customers Help Centre

Search

I have a question about an existing claim

If you’ve already submitted a claim and are waiting to hear back from us, please allow us 30 days to complete our investigations before contacting us again (90 days for international item claims).

If you still have a question about an existing claim, or you’ve been waiting for longer than this, you can contact us by clicking the link at the bottom of this page - please include the reference number provided when you made your claim.

I’ve received my item and wish to cancel my claim

Sometimes claims can be resolved before we've completed our investigation. If that happens, let us know here:

Cancel my claim

I need to provide you with evidence for my claim

If we’ve been in touch to ask for evidence for an existing claim, - proof of posting / proof of value / photos of damaged item etc - the quickest way to send it is by completing our online form. You’ll need your claim reference number, this will be in the letter / email we sent.

Provide evidence

Was this helpful?

Please send your website feedback here - we won’t reply to your message. If you want to contact us about something that needs a response, please contact us here.

If you have a reference number and want to check where your item is, please use Track your item.

Still haven't found what you're looking for?

Related help

All our advisors are busy helping other customers. Please see our other ways to contact us here:

Cookie Category	Details
Strictly necessary	Strictly necessary cookies are essential to enable you to move around this Website and use its features and/or services. These cookies allow this Website to provide services at the request of users. This Website use strictly necessary cookies to: Identify you as being logged in to this Website Remember the goods and services you ordered when you get to the checkout page Remember things like information you've entered on order forms when you navigate to different pages during your session on this Website Remember things like service selections you have made which are essential for us to provide you with services you have requested Make sure you connect to the right service on our website when we make any changes to the way the website works
Performance	Performance cookies allow us to update this Website to cater for Website user preferences and improve performance. They collect information about how this Website is used, e.g. which pages users visit most often and where error messages are delivered. These cookies don't collect information that identifies individuals. All information is aggregated and therefore anonymous. This Website use performance cookies to: Provide statistics on how this Website is used (including selections that you have made and goods and services that you have viewed, during your use of this Website) See how effective our adverts are Enable us to track and improve this Website by analysing visitor behaviour and results. Improve the management and performance of tags on this Website.
Functional	Functional cookies allow this Website to remember choices you make, e.g. your user name, log in details and language preferences and any customisations you make to Website pages during your visit. They are necessary to provide features and services specific to individual users. This Website use functional cookies to: Identify you as having consented to use of cookies by this Website Remember settings you've applied (such as layout, text size, preferences and colours) Remember selections you have made (such as search functions and results, and goods and services) Apply customised content segments to individual users Apply users' individual service specifications (such as usage or credit allowance) Share information with partners to provide a service on our website. The information shared is only to be used to provide the service, product or function and not for any other purpose
Targeting or advertising cookies	These cookies collect information about your browsing habits on this Website in order to make advertising both on this Website and other websites you subsequently visit relevant to you and your interests, to limit the number of times those adverts are served to you and to help measure the effectiveness of advertising campaigns. This website uses the following targeting/advertising cookies: Google / DoubleClick (you can learn more about how these cookies operate here: http://www.google.com/intl/en-GB/policies/technologies/ads/) Turn Audience (you can learn more about how these cookies operate here: http://www.turn.com/privacy/) Cognitive Match (you can learn more about how these cookies operate here: http://cognitivematch.com/privacy_policy) You can also manage many organisations’ cookies used for online advertising at http://www.youronlinechoices.com/uk/your-ad-choices