Step-by-Step Claims Process
Follow these steps to ensure your claim is processed as quickly as possible. Most claims are resolved within 10 – 15 business days.
Report Within 24 Hours
Contact us immediately when you notice damage, loss, or a delivery issue. Claims reported after 24 hours of delivery may not be accepted. Call us on 021 386 2244 or submit the form below.
Complete the Claims Form
Fill in the claim form below with your tracking number, a description of the issue, and the estimated value of the loss or damage. The more detail you provide, the faster we can assist.
Submit Supporting Evidence
Attach photographs of the damaged goods and packaging, your original invoice or proof of value, and the waybill or delivery receipt. All of these help us process your claim without delays.
Claim Review & Assessment
Our claims team will review your submission and may contact you for additional information. We aim to acknowledge all claims within 2 business days of receipt.
Resolution & Settlement
Once assessed, we will notify you of the outcome in writing. If approved, settlement is processed within 10 – 15 business days. For insured shipments, we liaise directly with the insurer on your behalf.
What We Cover
Our liability and insurance coverage applies to the following scenarios. For shipments with freight insurance, enhanced cover may apply.
Damaged Goods
Goods that arrive visibly damaged due to mishandling during transit. Packaging and goods must be retained for inspection.
Lost Shipments
Parcels that cannot be located after a thorough trace investigation. A trace must be initiated before a loss claim is accepted.
Significant Delays
Delays beyond the agreed SLA window that caused a verifiable financial impact on your business operations.
Insured Freight
Shipments where freight insurance was arranged through Lace Couriers are subject to enhanced cover and faster processing.
Before You Submit
⏰ Time Limits Apply
Damage claims must be reported within 24 hours of delivery. Loss claims must be reported within 7 days of the expected delivery date. Claims outside these windows may not be considered.
Keep All Documentation
Retain the original packaging, the waybill, and any delivery documentation until your claim is fully resolved. Disposal of packaging may affect your claim outcome.
Photograph Everything
Take clear photos of damaged goods and packaging immediately upon discovery. Photos timestamped on delivery day carry the most weight in the assessment process.
Contact Us First
Before submitting the form, call us on 021 386 2244. Many issues can be resolved immediately over the phone without a formal claim being necessary.
Lodge Your Claim
Complete all fields as accurately as possible. Incomplete submissions will delay processing.