What is not covered
- Late delivery alone (no compensation for delay; shipping is refunded only when we caused a return).
- Cosmetic damage to outer packaging with intact goods.
- Theft after a valid last-mile delivery (police report; goodwill is your call).
- Parcels containing prohibited items (Prohibited items) or declared inaccurately (value, contents, weight) — the declaration is what the claim is measured against.
- Claims that are not supported by a cost-of-goods invoice for the items shipped.
- COGS submitted after the 20-day window, unless the carrier accepts it.
- Consequential losses (lost sales, customer compensation, replacement shipping beyond our refund).
- On DHL services, any value above DHL's per-kilogram liability when shipment protection was not selected (What Teleship covers: lost, damaged, missing contents, misdelivery).
Still stuck? Contact our support team.