1. Getting in touch
- General enquiries: info@dooraexpress.co.uk
- Claims and delivery issues: claims@dooraexpress.co.uk
- Privacy and data requests: privacy@dooraexpress.co.uk
- Complaints: support@dooraexpress.co.uk
2. Step 1 — Initial contact
Where possible, please start by contacting the team handling your shipment or account. Many issues — tracking questions, delivery updates, account changes — can be resolved quickly this way.
3. Step 2 — Formal complaint
If you would like to raise a formal complaint, please email support@dooraexpress.co.uk with:
- Your name and (if applicable) merchant business name.
- Tracking number or account reference.
- A description of the issue and what outcome you are seeking.
- Any supporting documents or photographs.
4. Step 3 — Acknowledgement
We aim to acknowledge formal complaints within 2 working days of receipt.
5. Step 4 — Investigation
We review the shipment record, fulfilment and dispatch logs, operator notes and any other relevant information. We may contact you for further details.
6. Step 5 — Response
We aim to provide a substantive response within 10 working days of acknowledging the complaint. Where an investigation needs longer, we will let you know and keep you updated.
7. Step 6 — Review
If you are not satisfied with the outcome, you may request that the matter is reviewed by a senior member of the team. We treat review requests as a priority.
This page is maintained by DOORA Express to describe how we operate our UK delivery and fulfilment services. It is provided for information only and is not a legal certification, audit outcome, or accreditation by any third party. Where you need formal advice, please consult a qualified professional.