Parcel claims and compensation
What to do when a personal forwarding parcel is missing, short or damaged, and how WooliiPorter reviews a claim.
Report the issue promptly
Open a support ticket in your account. Include the order or WooliiPorter tracking number, what happened and when you noticed it. If tracking shows delivered but the parcel is missing, tell us which delivery details you have already checked.
Keep the packaging, labels, goods, photos and purchase or value records you can reasonably obtain. We may ask for further evidence relevant to the case. We can review a claim even when no unboxing video is available.
How compensation is assessed
We investigate the affected stage, including warehouse custody, packing, handover and transport as relevant. We explain the evidence needed, progress and the reason for the outcome. Compensation follows applicable law, the terms confirmed for the shipment and the evidence of the loss.
WooliiPorter reviews your claim and explains the decision in your ticket. If compensation is approved, we tell you the amount and how it will be paid. We handle any recovery from our delivery partners separately. Please tell us about any payment you have already received for the same loss.
Evidence to prepare
| What happened | What helps us investigate |
|---|---|
| Parcel not received | Tracking status and when you last checked it. If shown as delivered, tell us which delivery location, household members or reception desk you checked, and include any delivery photo or signature you can see. |
| Items missing | List the missing items and quantities. Include purchase or packing records, plus photos of the box, label and contents you did receive, if available. |
| Goods damaged | Take photos of the damaged goods, outer box, label and inner packing. Include purchase or value records. Keep the goods and packaging if you can. |