Item lost or damaged

If you have taken out insurance with us and an item has been lost or damaged then you need to notify us within 7 days of your return by emailing our Customer Experience team at

You will then receive a claims form to complete and send back. The claims service will then resolve the matter. Please note settlement offers are based on a current value basis and there is a £100 excess on all claims.

Click here for further details on our insurance coverage. Unfortunately, if you have chosen not to take out insurance, we will be unable to assist further.

Updated on 22/11/2022

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