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Frequently Asked Questions
Who can ﬁle a claim?
The sender should ﬁle the claim, unless arrangements
are made with the recipient.
How do I ﬁle a claim?
Follow the two easy steps listed below to ﬁle your claim.
Step 1: Gather the following documentation:
• Photocopy of FedEx Air Waybill
• All documentation related to the proof of value
(e.g. copy of original invoice from vendor/supplier,
copy of retail invoice, receipt, ﬁnal conﬁrmation
screen if online order with proof of payment,
itemised repair invoice or statement of non-
repair, appraisals, expense statement, or any
other applicable documentation)
Step 2: Choose one of the following options:
Post: FedEx Express
Fax: 024 76 702610
When should I ﬁle my claim with FedEx?
Loss, damage or delay payment claims must be ﬁled
within 21 calendar days of the delivery date.
Non-delivery or mis-delivery claims must be ﬁled
within 9 months of the shipment date.
What is FedEx liability?
Unless the Sender enters a higher Declared Value for
Carriage on the (Air) Waybill and pays the required fee, the
liability of FedEx is limited to the higher of a) the amount
provided by the applicable international treaty or local law;
or b) € 22 per kilogram; or c) US$ 100 per Shipment.
Please consult the Conditions of Carriage for the full limits
and liabilities not assumed.
How long will the claim resolution process take?
Most cases will normally be resolved within 1 to 2
weeks after we receive your claim form and additional
claim documentation, unless additional time for research
Note: research may take longer depending on
the complexity of the matter.
What should I do with the shipment packaging?
The recipient must keep all original packaging, including
cartons and contents, until the claim resolution process
is ﬁnished. It may be necessary to make the packaging
available to FedEx for inspection.
Where can I ﬁnd speciﬁc information about the
circumstances in which I can ﬁle a claim?
For more detailed information, including time limits for
speciﬁc claim types, visit fedex.com and refer to the
Conditions of Carriage.
Can I get updates on the status of my claim?
Please call customer service on 03456 07 08 09 (UK)
or 1800 535 800 (IE)
Who can receive claim settlements?
The sender will receive the claim settlement unless
special arrangements are made with the sender.
Read the following FAQs for answers on the claim resolution process.
For instructions on ﬁling a claim, skip to “How do I ﬁle a claim?”