Claims and shipment issues
If something goes wrong
How to report damage, loss or delay, and what to expect.
Draft for review
This document is a working draft prepared for Crownline Express. It must be reviewed and approved by a qualified legal adviser for the jurisdictions where Crownline operates before it is relied on.
Report it quickly
Carriers set strict time limits for claims. Visible damage should be reported on the day of delivery wherever possible. Hidden damage and loss should be reported as soon as you discover it.
What to send us
- Your shipment reference or the last four characters of your tracking code
- A description of the problem
- Photos of the packaging, labels and damaged goods
- Proof of the value of the goods, such as an invoice
Keep the packaging
Do not throw away the packaging or the goods until the claim is resolved. The carrier may ask to inspect them.
What happens next
We confirm receipt, open an investigation with the carrier, and keep you informed. Compensation depends on the carrier’s liability terms and any optional cover purchased. We cannot promise an outcome before the carrier’s investigation is complete.