We work hard to deliver every shipment safely and on time. If something goes wrong, this policy explains how cancellations, refunds and claims are handled.
Cancellations
You may cancel a booking free of charge before the shipment has been collected. Once a shipment has been collected, charges for the services already performed are non-refundable.
Refunds
Approved refunds are issued to the original payment method. Depending on your bank or card provider, refunds normally appear within 5–10 business days after approval.
Claims for Loss or Damage
If your shipment arrives damaged or does not arrive, please contact us as soon as possible:
- Damage: report it within 7 days of delivery and keep the packaging and contents for inspection.
- Loss: report it within 30 days of the shipping date.
Please include your tracking number, photos of the damage, proof of the value of the goods (such as a commercial invoice) and a short description of what happened.
Liability
Fly TFrance's liability for loss or damage is limited as set out in our Terms & Conditions, unless optional insurance was purchased when booking. Claims are not accepted for items that were inadequately packed, prohibited or misdeclared, or for delays caused by customs or events outside our control.
How to Submit a Claim
Send your claim with the details above through our contact page or to [email protected]. We will acknowledge your claim and keep you informed until it is resolved.