By OLIVIA DAY, ASSISTANT NEWS EDITOR, AUSTRALIA

Published: 18:54 EDT, 14 October 2025 | Updated: 18:55 EDT, 14 October 2025

A pair of young business owners claim Australia Post refused to reimburse them after a delivery truck full of hundreds of orders for customers caught on fire. 

Sarah and Luke, who co-own haircare brand Coastal GRL, said they were forced to resend the products to customers and pay for postage twice.  

The NSW couple claim Australia Post refused to reimburse them for the products or the postage costs, leaving them ‘tens of thousands of dollars’ out-of-pocket. 

‘Australia Post, we hate you,’ Sarah said in a TikTok video. 

‘You have stuffed our business around,’ Luke continued. 

‘An Australia Post truck went up in flames, full of all our parcels that we’ve paid for, our customers have paid for shipping, and they were already delayed. 

‘Here we are thinking, cool, they’re going to reimburse us or reimburse the customers and we can send it all out, everyone’s happy. No. 

 ‘They’re not taking any responsibility or any liability.

Business owners Sarah and Luke (pictured) claim Australia Post refused to reimburse them after a delivery truck full of hundreds of their customers' orders caught on fire

Business owners Sarah and Luke (pictured) claim Australia Post refused to reimburse them after a delivery truck full of hundreds of their customers’ orders caught on fire

‘They’re acting like we set the truck on fire. So now we’re out of pocket, not just thousand, like tens of thousands. 

‘We’re a small business and they’ve completely stuffed us.

‘Now customers don’t have the parcels, so we’ve taken the initiative to resend everyone’s orders at our own cost.’

‘What is wrong with Australia Post?’ Sarah said. 

‘Here I am thinking they might refund us the postage of everyone’s orders so we can get a little bit of money back. Nothing,’ Luke said. 

Dozens of Aussies shared their thoughts on the situation in the comments. 

‘Surely everything is covered by their insurance,’ one person wrote. 

‘Every parcel you send comes with insurance up to $100. So you can claim back at least something for the damaged parcels,’ a second said.

Australia Post said the fire started in a delivery truck travelling from Sydney to Adelaide on October 9, resulting in delays and damage to some mail and parcels (pictured)

Australia Post said the fire started in a delivery truck travelling from Sydney to Adelaide on October 9, resulting in delays and damage to some mail and parcels (pictured)

‘That’s why you have business insurance,’ a third wrote. 

Australia Post said the fire started in a delivery truck travelling from Sydney to Adelaide on October 9, resulting in delays and damage to some mail and parcels.

‘Our team have been working to assess the impact and process all undamaged items. Unfortunately, some items on board could not be identified or safely recovered,’ it said in a statement on its website. 

‘We’ve contacted senders where possible and ask that customers do the same to find out next steps. If you’re a sender, please contact us and we’ll assist where we can.’

Daily Mail has contacted Australia Post for further comment. 

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Young business owners lose tens of thousands of dollars after Australia Post delivery truck caught on FIRE