1. Delivery issues
If a shipment has not arrived as expected, the first step is to check the public tracking page using the tracking number. The latest status, timeline and any operator notes will appear there.
2. Missing parcels
- Please allow a reasonable period beyond the expected delivery date before reporting a parcel as missing, as scans can occasionally be delayed.
- If the parcel still has not arrived, the merchant should raise a claim with us, including the tracking number, recipient details and any relevant context.
3. Damaged parcels
- Damage should be reported as soon as it is identified, ideally on the day of delivery.
- Where possible, please retain the original packaging and provide photographs of the damage to the outer packaging and the contents.
4. Submitting a claim
Claims can be submitted by emailing claims@dooraexpress.co.uk. Please include:
- Tracking number and merchant reference.
- A short description of the issue.
- Photographs (for damage claims).
- Approximate value of the parcel contents.
- Any supporting documents (invoice, packing list, etc.).
5. Investigation process
- We acknowledge claims promptly and open an internal investigation covering shipment events, dispatch records and operator notes.
- We may contact the merchant or recipient for additional information.
- Once the investigation is complete, we share the outcome and any proposed resolution with the merchant.
6. Limits
Compensation for lost or damaged parcels is subject to reasonable limits and to the merchant providing accurate information about the parcel contents and value. Items listed on our Acceptable Use Policy as not carried or stored are not eligible for compensation.
7. Returns to merchants
Where a parcel is returned to DOORA Express (for example, refused on delivery), we contact the merchant to arrange the next step — either re-dispatch, hold for collection, or return to stored stock.
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.