While cases of shipments being damaged in transit are rare, they can sometimes unfortunately occur. As such we have specific claims processes in place to deal with this, as per our terms and conditions.

How does damage occur?

While the couriers will take great care with individual shipments, due to the nature of their network your item will be travelling on the likes of conveyor belts, will go down chutes, and sometimes will travel with heavier items. This can sometimes lead to your items experiencing some wear and tear. 

What if my packaging is damaged?

We cannot compensate for damage to packaging of any sorts, whether that be a suitcase or a box. For this reason, we don't recommend using fragile or expensive cases.

If you are sending your items in suitcases, we strongly recommend covering any wheels and handles to give them some extra protection.  If you are shipping your items in boxes, please ensure that the boxes are strong enough to withstand the weight of the items you are packing. We would highly recommend purchasing double walled cardboard boxes. 

How do I claim for my damaged items?

If your items have been damaged in transit, please email into us at [email protected] with photos of the damage as soon as possible. We can then send you our claims form to complete, and once you have sent this back to us with supporting evidence, our claims team will raise the claim with the couriers for you. All claims need to be submitted by our team at My Baggage within the allotted timeframe, please do not send your claim directly to the courier as it will be refused. 

Some items are shipped on our services on a non-compensation basis, we always recommend checking our non-compensation list prior to adding additional cover. Please find our list attached here - http://bit.ly/2PHa54d

Please see our Terms and Conditions regarding claims.