The Retailers have an agreement with Sorted team when setting up the Return labels. Therefore, any claims regarding a lost or damaged parcel should be submitted by the Retailer only.

The first thing to do is to check if the parcel is actually on it's way back to you. You can track it here:

Each claim must be filed within a certain time period and include a proof of insurance, value, and damage.

Step 1: Tracking a parcel and raising a query

If the parcel does not seem to be moving, or when issues arise with parcels the quickest way to get a response is to contact the Sorted support team either through chat or sending an email to

A query has to be raised within 14 days from the time it was dropped at the CollectPlus store.

Step 2: Gather Your Documents

Including the right documentation with your claim helps the team to approve it more quickly. Save all your evidence documents until your claim is resolved.

Proof of Value

Proof of value is the original purchasing cost or value to the retailer when it was mailed. Any of these can be used to show proof of value:

  • Paid invoice or paid bill of sale

  • Statement of value from a reputable dealer

  • Printouts of the online transaction identifying the Retailer and manufacturer, price paid, date of transaction, description of item purchased, and assurance that the transaction status is completed

Proof of Damage

Photos that clearly show the extent of damage will help with your case.

  • Save the original packaging and everything in the package until your claim is settled.

  • Do not throw out damaged items, even after you photograph them.

Step 3: File Your Claim

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