Lost or Damaged Parcel Policy

We work closely with trusted couriers to ensure safe and reliable delivery. However, on rare occasions parcels may be delayed, damaged, or lost.

This policy explains what to do and how we handle claims.


Damaged Parcels

If your parcel arrives damaged:

  1. Photograph the packaging and item immediately

  2. Email photos to sales@wallerbmx.co.uk within 48 hours

  3. Keep all packaging until the claim is resolved

  4. Do not use or install the item

We will contact the courier and assist with a replacement or refund where applicable.


Lost Parcels

A parcel is considered ā€œlostā€ only when the courier confirms it cannot be located.

If your parcel appears lost:

  1. Contact us at sales@wallerbmx.co.uk

  2. We will open an investigation with the courier

  3. Investigations typically take 5ā€“10 working days

  4. Once confirmed lost, we will replace or refund your order


Incorrect Addresses

If a parcel is lost or returned due to an incorrect address provided by the customer:

  • Replacement shipping costs must be paid by the customer

  • Refunds may be reduced by courier return fees and handling charges


Refused Deliveries

If a parcel is refused at delivery:

  • The courier will return it to us

  • Refunds will be reduced by return shipping fees

  • Original shipping costs are not refunded


Courier Delays

We are not responsible for delays caused by:

  • Couriers

  • Weather

  • Industrial action

  • Customs

  • Incorrect addresses

  • Circumstances outside our control