If you've bought an item online, we suggest you first contact the seller in the event of a lost or damaged item. This is because a seller is best placed to provide you with a replacement item.
The steps you need to take to request compensation differs depending on what occurred.
Items received damaged or missing contents
- Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). Please note that not all of our Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in our locations and hours tool.
- Our retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with our staff for processing).
- Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details.
Items not received or lost in the mail
- Start by submitting a missing item enquiry form. Please view missing mail items to access the form and for important information regarding timeframes for submitting enquiries.