If your parcel goes missing or arrives damaged, follow these steps to secure compensation and keep your order moving.
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.
Contact the courier #
Provide:
- Your tracking ID
- Dispatch date
Ask the courier to open an official investigation. Most carriers reply within 1–2 working days. If the claim progresses, the courier may ask for further evidence — see the documents below.
Documents you may need to provide #
A courier claim for a lost parcel usually needs proof of three things. Here’s what each one means and what we accept:
| Document | What it proves | What’s accepted |
|---|---|---|
| Drop-off receipt or tracking ID | The parcel was sent | Already on file once you’ve shipped — no action needed from you |
| Proof of value | What the item is worth | A purchase receipt, bank or card statement, or online order screenshot showing the item and price. Handwritten notes or word-processed documents aren’t accepted. |
| Proof of non-delivery | The item never arrived | A short written confirmation that it didn’t arrive — an email or message is enough |
The value you declare when placing your order sets your cover level (see Insurance limits below) and helps us choose the right postage service. It’s a useful starting point, but it isn’t the same as the courier’s Proof of Value — if a claim is opened, you may still be asked for one of the documents above.
If it’s the parcel to the tailor that’s gone missing, we’ll handle proof of non-delivery using the tailor’s confirmation — you’ll only need to supply this yourself if it’s the return parcel that hasn’t reached you.
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
- Any of the documents from the table above that the courier has already accepted, if the parcel is lost rather than damaged
This locks the order while the claim is processed.
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.
Insurance limits #
- Basic cover: £50 per parcel
- Extra cover: value you declared at checkout (up to £500)
Tip: Always enter a realistic item value when placing the order — it decides your cover level and the postage service used.
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.
- Keep a Proof of Value document somewhere safe before you ship — it’s far easier to find a receipt or bank statement now than after a parcel has gone missing.
Follow these steps and our support team will help you resolve any shipping mishaps as quickly as possible.
