Carrier claims can only be submitted for orders that were shipped using The Brand Hangar’s courier accounts. Claims cannot be raised for orders shipped using third-party or client-owned courier accounts, including (but not limited to) SWAP, Global-e, or Farfetch.

At high daily shipment volumes, couriers do not always scan every individual parcel at the point of collection. This is most common when large cages or pallets containing many orders are collected at once, where scanning each parcel individually is not always practical for the courier.

All orders processed by The Brand Hangar follow a strict, auditable despatch process. Each item is scanned during picking, scanned and verified again during packing, and packed under CCTV, providing clear, time-stamped evidence of the items being placed into the parcel and labelled for transit. Once packed, parcels are moved into carrier-specific cages, which are double-checked prior to collection. End-of-day checks are also completed to ensure no parcels remain on site.

Once parcels are placed into the courier collection area, they are considered despatched and awaiting physical collection by the courier. At this stage, parcels are no longer handled by The Brand Hangar staff. If a collection scan is not performed, tracking may not update until the parcel reaches the courier’s next processing hub, or in some cases may remain unchanged.

A missing or delayed tracking scan does not indicate that an order was not packed or despatched by The Brand Hangar. Final responsibility for in-transit handling and scanning rests with the courier, and claim decisions are made solely under the courier’s own terms and conditions.

No. If an order was shipped using a third-party courier account, The Brand Hangar is not able to raise a claim on your behalf. You must raise the claim directly with the third-party provider that generated the shipping label.

Claims may be submitted for the following issues:

• Lost parcels

• Parcels received damaged

• Parcels delivered with missing item(s)

Claims submitted for any other reason may be rejected by the courier.

Only one claim can be submitted per order number. If you need to raise claims for multiple orders, a separate claim form must be submitted for each order. Claims referencing multiple order numbers in a single submission will not be processed.

Couriers almost always require clear photographic evidence to assess claims. This may include:

• Proof of delivery images

• Photos of damaged or tampered packaging

• Photos of internal and external packaging

If sufficient photographic evidence is not provided, the courier may reject the claim.

Photos should clearly show:

• The condition of the parcel as received

• Any visible damage, tampering, or compromised packaging

• The outer packaging and internal contents, where relevant

Photos should be clear, unedited, and taken as soon as possible after delivery.

If damage was not recorded at the time of delivery, the courier may reject the claim.
Couriers place significant weight on whether damage was noted when the parcel was signed for.

If it is unclear whether damage was recorded at delivery, the courier will assess the claim based on the available evidence. This may reduce the likelihood of a successful claim.

A missing items claim applies when:

• The parcel was delivered

• One or more items were missing from inside the package

Missing items claims are not the same as lost parcel or damage claims and require specific supporting evidence.

In most cases, yes. Couriers will usually ask for photographic evidence showing signs of tampering, such as opened, damaged, or resealed packaging. Without this evidence, missing items claims are often rejected.

Damage or missing items should be reported as soon as possible after delivery. Delays in reporting may result in the courier rejecting the claim.

Couriers require proof of the cost price of the affected item(s) to assess compensation. This must be provided in the form of a valid purchase invoice showing the cost paid for the goods.

No. Providing a purchase invoice does not guarantee the amount the courier will pay. Compensation is subject to the courier’s standard liability limits, unless additional insurance or enhanced liability was added at the time of shipment.

No. Couriers do not accept liability for consequential loss, including lost profit, lost sales, reputational damage, or secondary costs. Claims are assessed based on cost price and courier liability limits only.

Carrier claims typically take up to 4 weeks to be assessed. In some cases, they may take longer depending on the courier and the complexity of the claim.

You will be notified by email when updates are received from the courier. Please note that interim updates are not available while the claim is under review.

All claim decisions are made solely by the courier. The Brand Hangar has no control over claim outcomes or processing timelines.

If a claim is approved by the courier:

• You will be notified by email

• Any approved compensation will be automatically applied as a credit to your account

IIf a claim is rejected by the courier, it cannot be appealed unless the courier specifically requests additional evidence. The Brand Hangar is unable to override courier decisions.

If a claim is rejected by the courier, it cannot be appealed unless the courier specifically requests additional evidence. The Brand Hangar is unable to override courier decisions.

Correct. Submitting a claim, or The Brand Hangar raising a claim on your behalf, does not constitute an admission of fault or liability by The Brand Hangar.