Lost or damaged during shipping

Find out what to do if an item is lost or damaged in the post.

• Pick up issues
• Lost or damaged items
• Managing Book a Courier

Lost items

The seller is responsible for making sure the item gets to the buyer. If the item is lost in the post:

• the seller needs to follow up with the courier company directly about compensation. 
• the buyer can enquire about a refund. 

Aramex claims process
NZ Post claims process 

Damaged items

The seller is responsible for making sure the item reaches the buyer in the same condition described in the listing. If the item is damaged during shipping: 

• the buyer should contact the seller to let them know about the damage.
• the seller will usually lodge a claim with the courier.

If you're having trouble getting a damaged item refunded, replaced, or repaired, we can help.