When things go wrong: Claims

When things go wrong: Claims

From time to time things do go wrong. Shipments can be delayed, misrouted, damaged or even lost. We completely appreciate that the consequences of which can range from mildly irritating to devastating.

To process a claim we must be notified within 24 hours of delivery (Monday to Friday) of any damage or discrepancy. This will allow us to lodge a claim against the carrier. You must then e-mail collections@spicerinternational.com the following information within 5 working days of the original intent to claim;

  • A copy of cost and sales invoices
  • Description of packaging
  • Extent of damage
  • Advise if the goods can be repaired

Any delay in providing the above information will result in the claim being thrown out by the carrier.

What settlement can I expect?

Every carrier has a responsibility to handle and transport your goods in an appropriately careful manner. This is called the carriers liability, but it is limited typically to between £8.00-£12.00 per kilo based on the gross weight. You can take out enhanced liability cover (cost of 1.5% of the declared value of the goods with a minimum of £20.00). Please note that all settlements will be based either on the repair or replacement value of the goods.

Are there exclusions?

Yes – common products containing mirrors, glass and ceramics are not covered for damage, only complete loss. So if the goods are completely lost you can claim, if they are damaged you can’t. For a list of typically excluded goods please click here.

How can I reduce the risk?

Don’t scrimp on packing. The carriers are moving in excess of 300,000 parcels per night and your goods will loaded on and off 5 vehicles and handled by at least 10 people from door to door. On each section of the journey they will be mixed and loaded with other consignments and products. Simply writing “FRAGILE” or “DO NOT BEND” will not ensure that it arrives in the same condition that you sent it in. An extra £5-£10 spent on packing could save the cost of replacement product or worst, a lost customer.

If you would like some advice on packing please contact us on 01903 204666.


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The whole experience with Spicer International was first class and I was kept informed of the movements of my bikes all the way through from pick up in the USA to Worthing. I would recommend your company and staff with no hesitation.
Gordon Sinclair