Common Questions

Pack your goods - we need to be able to identify your items and match to your listings, so it’s important to use clear SKU/Barcodes on the outside of every product.  You can use the channel product number (e.g. Amazon product number), the EAN code/barcode, or your own SKUs to identify your items.  As long as each item has a label with one of these codes on, we can book the item in when it arrives and associate it your goods.  If you send us multiple items, you can just label the box/bag and put the amount of items contained on the outside, we will check when received.  

Send your goods to us either straight in from your wholesaler/supplier or you can send it to us yourself via your own courier service.  You can also drop it into us yourself or we can arrange a carrier for you at a pre-agreed cost.  We need to be able to recognise the goods as yours when they arrive, so make sure you send your shipments to with clear labelling.

We can manage your returns if you need us to, although most businesses like to see what’s wrong with their products themselves.  If you would like us to manage the process, then add our hub address as the return address and we will take care of the rest.  To help with the returns process we ask that you notify us of any returns before they arrive and that you ask your customer to clearly label the goods coming back, along with a reason for return.  When the return arrives we will inspect the item and if it is unopened/new we will book it back in to stock for you.  If it is damaged or opened then we can send it back to you or dispose of it.  We recommend that if the products are as new, then return to us, or if damaged then return to you.

If your products are Parcels or Large Letters, then we will have limited tracking to show that it has been delivered or whether it is waiting to be collected from the post office.  We can also provide Proof of Postage if needed.

If either you or the buyer have requested a tracked delivery then the buyer will also receive an email and text message with the location of the item if left with a neighbour or in a secure place.

Once proof of delivery has been given, the decision lies with the seller whether to let your channel provider (Amazon, Shopify etc etc.) intervene and use our documentation as your proof, or whether to refund or replace, which would be the same if you were delivering from your own location.

If the item failed to be delivered and you had taken out our protection then we will refund the full value of the sale to your account up to the value of the protection you asked for.

Most clients choose for us to pick, pack and ship all their items, but you can choose to send in goods pre-packed if you wish, which also gives you the option of using your own branding.

If you do wish to package goods ready for shipping then you would just need to ensure you include the details of your stock on the packaging so we can recognise the item when they arrive.   If you choose to pack the products yourselves then we do not charge for packing.

Before agreeing to cancel any order with your customer, you would need to confirm with us that the items have not already been picked and/or despatched.  If they have, then there would be charges incurred so you would need to agree with your customer whether they would pay you for these charges.  Once the items are despatched, you would need to complete a return.

Our warehouse(s) are fully insured against fire and flooding and has extensive CCTV coverage.   

If you require more protection for your goods, you can opt to protect your items by purchasing CURO Protection. This offers protection, not only for the sold items against damage or loss in transit, but also all the items you have stored with us against breakage and can be set up either when you set up your account with us or by contacting us. 

Our protection is for the full sale value of items including any shipping costs to your customer, up to a maximum of £100 EX VAT per shipment. You cannot reclaim the fulfilment costs paid to us for the order. 

This is charged at 1.5% of your total sales managed by us. An example of the costs would be:

• Product sales of £1000 of goods for the month fulfilled by CURO = £15 charge for protection.  

All protection claims are limited to a maximum of £100 EX VAT per shipment (a shipment is defined as the combined contents of a single package with a single tracking number).  

For UK orders you must allow 14 days after the expected delivery date to claim for goods lost or damaged in transit as they often turn up and all claims must be made within 2 weeks of this date, i.e. 28 days from the expected delivery date.

For international orders you must allow 31 days after the expected delivery date to claim for goods lost or damaged in transit and all claims must be made within 2 weeks of this date, i.e. 45 days from the expected delivery date.

For claims for items damaged in transit you will need to provide evidence of the damage (i.e. photographs) and evidence of a refund to the customer.

We cannot accept claims for goods lost in transit whereby courier tracking shows an order to be delivered.

Protection Terms 

CURO reserves the right to refuse Protection policies to any client.

CURO reserves the right to cancel Protection policies on any CURO account at any time without prior notice and without the consent of the account holder.

CURO Protection is not categorised as an insurance product.  Protection claim acceptance is subject to approval by the CURO team and is subject to CURO discretion. 

Discretionary decisions may be made based on, but not limited to;

• Time period elapsed since order shipment.
• Whether or not an item damaged in transit was sufficiently well packaged by the manufacturer for the shipment methods chosen by the client (if not packed by CURO).

Definition of ‘lost’ or ‘damaged’ 

Whether or not the carrier used for last mile delivery provided confirmation of delivery or not (in loss/undelivered claims).

CURO can also arrange for full insurance cover through our own insurance specialists if you prefer.

Please be aware that if you do not opt for CURO protection then we shall not be liable for any loss or damage of goods within the warehouse or whilst in transit with the carrier, your goods will only be protected for fire and flood.