Claim FAQs

A1. No, only the sender is entitled to make a claim for a missing / damaged item.  If you have not already done so please contact the sender to confirm your item has not been received or is missing/damaged.

The sender must report any missing / damaged items to DX Customer Support.  A reference number will be supplied which is needed on all future correspondences with the DX Group. After initial investigation, Customer Support will confirm whether a claim is warranted.  If so, click on the following link, fill out and return the attached DX Claim Form.

A3. For all claims, unless contractually pre-agreed otherwise, the sender has up to 30 days from the date of despatch to notify DX of a missing / damaged item.

A4. Click on the following link for access to the most up to date claims form.  Alternatively, please email claims@thedx.co.uk and request a form to be sent.

a.     Only claims forms containing a relevant case reference number will be processed
b.     Claim forms must be completed in full, including a signature and date.  Forms completed on the web must be ticked to confirm that the content of the form has been checked and is correct in place of a signature
c.     The sender MUST ensure all supporting paperwork is supplied with the claim form (invoice/dispatch notes, proof of sending the item such as waybill, manifest etc). If completing on the web and it is not possible to scan/attach the relevant documentation, please complete the standard claims form (PDF attachment) and return all documentation together by post. Please do not complete the web form if you are unable to attach the relevant supporting documentation,  
d.     Damaged items must be sent for inspection and (where possible) with the original packaging.
e.     Forms must be returned to one of the following addresses:
                                i.    claims@thedx.co.uk
                               ii.    DX: Claims Department, DX500000, NORTHAMPTON
                              iii.    The DX Group, Claims Department, PO Box 390, Northampton. NN3 6YG
f.    Once the claim form has been received and any further investigations have been completed, the Claims Department will determine if valid or not.  They will also assess the relevant contractual agreements you have with The DX (usually our standard Terms & Conditions).  All valid claims will be forwarded to the Finance Department to authorise and issue a credit note. Where a claim is refused, we will confirm the reason for refusal in writing.

A6. The time period for making a claim may vary depending on the service used. Please refer to the relevant Terms and Conditions or your DX contract for details.

Typically though, there is a 14 day time window from the date the claim form is dispatched and its return to the Claims Department.  Any forms that are not received back within the 14 day time window, (unless previously authorised) will be refused as ‘out of time’.

A7. Only damaged / missing items will be considered for a claim. In the event of a late delivery, contact will need to be made with your account manager for a refund of the label price.  This process is not dealt with within the Claims department.

A8. The regular service is a non-tracked, non-compensatory service.  No claim is awarded to items sent using the Regular DX service unless contractually authorised.

A9. The estimated time span for processing a claim is approximately one week after submission of the Claim Form.  There are instances where a claim may take considerably longer to process.  Should this be the case, the Claims Department will be in contact to advise of any delays.

A10. Please contact DX Customer Support on: customersupport@thedx.co.uk or through our contact us page.

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