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If your parcel goes missing or arrives damaged, follow these steps to secure compensation and keep your order moving.
1 ▪ Check the tracking first #
- Confirm there’s been no scan for 48 h (domestic) or the status shows “Delivered” but the tailor hasn’t confirmed receipt.
2 ▪ Contact the courier #
Provide:
- Your tracking ID
- Dispatch date & drop-off receipt photo
- Proof of value (order confirmation)
Ask the courier to open an official investigation. Most carriers reply within 1–2 working days.
3 ▪ Notify iSeam.uk Support #
In My Orders ▸ Need Help? choose “Parcel issue” and attach:
- Courier case/ref number
- Photos of the parcel (if damaged)
- Copy of your dispatch receipt
This locks the order while the claim is processed.
4 ▪ Resolution timeline #
| Issue | Who resolves | Typical time |
|---|---|---|
| Lost in transit | Courier insurance claim | 7–14 days |
| Delivered but damaged | Courier claim + tailor assessment | 5–10 days |
| Mis-scanned / delayed | Courier scan update | 1–3 days |
iSeam.uk will refund or re-credit you once the courier confirms liability.
5 ▪ Insurance limits #
- Basic cover: £75 per parcel
- Extra cover: value you declared at checkout (up to £500)Tip: Always enter a realistic item value when placing the order.
Key reminders #
- Upload your tracking ID promptly—claims may be refused without it.
- Keep the drop-off receipt until the tailor marks Item Received.
- Photograph the parcel exterior before shipping; it speeds up damage claims.
Follow these steps and our support team will help you resolve any shipping mishaps as quickly as possible.
