If you’ve received a weight adjustment charge, you may dispute it by submitting evidence to our disputes team within 7 days of being notified.
What evidence is required?
To dispute a weight adjustment charge, you must provide the following, depending on the type of adjustment:
- For adjusted actual weight:
An image of the item on a set of scales with the shipping label visible. The weight shown must match what you declared at the time of booking. - For adjusted volumetric weight:
Clear images showing the measurements of each side of the parcel (point to point), with the shipping label visible in at least one image. These dimensions must match those entered when booking.
What happens after I submit evidence?
- If your evidence is sufficient, we will raise the dispute with the carrier. If the appeal is successful, the charge will be cancelled or refunded.
- If your evidence is insufficient, the charge will remain, and we will require payment.
We understand it can be frustrating to provide proof of your parcel's weight or size. However, carriers perform audits independently, and we are contractually obligated to pass on these charges. To protect yourself, we strongly recommend taking photos of your parcel (with the label visible) and documenting its weight and dimensions before shipping.