Damaged parcels can happen to anyone. Even with the utmost care, mistakes can happen and someone can drop a delicate package. We use technology and training to make that as rare as possible, leading to an industry-leading low rate of damages.
If the worst happens and a parcel gets damaged, we immediately notify our merchant of the issue. We provide photos and information on exactly what happened, so you can make a decision on next steps. Sometimes one bottle of wine in a case can get damaged, but the rest are fine to deliver. Other times, everything needs to be returned to the sender immediately.
We then work to get another package out to the recipient as quickly as possible. We’ll collect a replacement as soon as it’s ready and put it on rush delivery to arrive ASAP. We then:
All of this is standard, so you don't need to pay anything extra for cover or go through long claims processes.
The final piece of the puzzle is ensuring we learn from every issue so it doesn't happen again. We examine our internal processes for every single issue to see what we can do to avoid this happening again in future. Sometimes this is a technical change, sometimes a process change, sometimes more training. And we can share that report with you too if you want to see how we're improving.