Complaints

Problem with a delivery?

If goods arrived damaged, incomplete or not at all, raise a dispute from the booking within 48 hours of delivery, with photos and a description. That keeps the carrier’s payout on hold while we look into it. See section 13 of the Terms.

Complaints about Onshore

For complaints about our service, a decision we made (for example suspending an account or removing content), fees or refunds, email support@onshoredelivery.com with “Complaint” in the subject. Please include:

• your name and the email address on your account;
• the booking or tracking reference, if relevant;
• what happened and what you would like us to do.

What happens next

1. We acknowledge your complaint within 2 working days.
2. A member of our team — not an automated system — reviews it.
3. We aim to reply with our decision and reasons within 14 days. If it will take longer, we will tell you why and when to expect an answer.

If you are not satisfied

Consumers

If you are a consumer and we cannot resolve your complaint, you can refer it free of charge to a consumer mediator (médiateur de la consommation) once you have complained to us in writing. Our mediator is being appointed and will be named on this page; until then, email legal@onshoredelivery.com and we will give you the details. You can also go to court.

Business users

Business users (including carriers) can use this process free of charge for complaints about technical issues, measures we took against their account, or anything else under the EU Platform-to-Business Regulation. If a complaint cannot be resolved, we are willing to try mediation in good faith; the mediators we use will be named here.

Challenging a moderation decision

If we removed your content or restricted your account, reply to our notice or email support@onshoredelivery.com within 6 months. A member of our team will review the decision — where possible, someone who was not involved in the original one.