Can I make a claim for my parcel?

You will only be eligible to submit a claim if:

  • The order in question was booked under your name
  • The service purchased offers compensation cover for loss or damage
  • The item you sent with us is not excluded from compensation, or prohibited from sending

Only the person who booked the delivery in question can make a claim. You will not be able to make a claim if you are not the contract holder.

In the event of a delay to a parcel, a full or proportionate refund will be made depending on the service used. Find out more.

For missing contents, damaged contents or complete loss of the parcel, compensation is available up to the value of the contents of your parcel or the maximum value of compensation cover taken, whichever is lower.

We cannot accept claims for items that are excluded from compensation or that are prohibited from posting. There are also some articles that are excluded from compensation for damage, but not loss. Find out more.

We class damage to a parcel as damage to the item you have sent, not damage to the box or packaging it was sent in. Therefore, you won’t be able to claim for parcels where it is the packaging alone that has been damaged.

To make a claim for damage, you’ll first need to log into your account.

If you do not have an account, you will need to register to log a claim online. You will need to register using the e-mail address you used to book the order. You can quickly register here.

Once you're logged in, click here to enter the details of your parcel, and follow the on-screen instructions.

If you believe that the parcel you sent might have been lost in transit, we advise that you check whether or not your parcel has passed it’s expected delivery date.

If your parcel is past its expected delivery date by 3 days or more, you can contact us to look into a potential loss in transit.

If part of the item you sent or expected to received has gone missing in transit, you could be eligible to make a claim.

If you do not have an account, you will need to register to log a claim online. You will need to register using the e-mail address you used to book the order. You can quickly register here.

Once you’ve set up your account, click here to enter the details of your parcel, and follow the on-screen instructions.

If the item inside the parcel you received differs from what you expected, we’d advise that you contact the sender of the parcel directly.

If you have received a parcel that you have no prior knowledge about, click here.

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