Replacement shipments
In short
A replacement is a new DDP parcel: new shipping, and duties/taxes on the goods' value again. There is no "free replacement" customs treatment on a DDP lane.
- Lost or damaged in our network: don't pay twice — file the claim (How to file a claim). For confirmed losses we credit shipping + duties/taxes (and COGS up to the cap) so the reshipment is effectively free.
- Your error or the customer's: buy a new label as normal. Declare the replacement at its real value with accurate product data; never as a gift or at £0 — that is a false declaration and the parcel will be held.
- If the original parcel is recovered after a replacement was sent, tell support; we'll return or redirect it and sort out any credit already issued.
Still stuck? Contact our support team.