Making a claim

Woman on telephone using computer

How to make a claim

Our claims process is simple. Just log in to your myTuffnells account, visit the Claims page (from the 'Contact Us' menu), then fill in the electronic form which will capture all the information needed to immediately start processing your claim.

Querying an invoice

Please email your query details to, making sure to include the invoice and consignment numbers and the reason for the query. Once your query has been registered, you will receive an email acknowledgement with a query reference number.


How long do I have to register an invoice query?

We offer a period of 14 days from the invoice date.

How will I be notified?

You will receive a notice of the decision by email and any Credit Note if applicable.

What can I do if I do not agree with the outcome of the invoice query?

You should contact the Query team again at

How do I request a copy of my invoice or statement?

This can be done by sending an email to

How long do I have to register a claim?

You must notify us within 14 calendar days from the commencement of transit for a total loss consignment, or 7 calendar days for a partial loss or for damaged consignments. Please note, we will be unable to process claims received outside the allotted time.

How do I request an update on my claim?

Updates on a claim can be requested at any time by emailing

What are my limits or liability?

You can find all details of limitations and liabilities in our Terms and Conditions of Carriage here.