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 parcel protection for loss or damage
  • The item you sent with us is not excluded from protection, 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, protection is available up to the value of the contents of your parcel or the maximum value of parcel protection taken, whichever is lower.

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

We're sorry your parcel has arrived damaged. We class damage to a parcel as damage to the parcel contents, not damage to the box or packaging the parcel was sent in.

- The item you sent must not appear on our prohibited items list.

If you're the recipient

- We strongly recommend that you retain any damaged item(s) as well as the parcel packaging until any claim is settled.

- Please contact the sender. They will contact us to make enquiries on your behalf.

If you're the sender

- Click here to enter the details of your parcel, and follow the on-screen instructions.

Please note: We will require photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.

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.

- The item you sent must not appear on our prohibited items list.

If you're the recipient

- Please contact the sender if you have not received your parcel within the estimated delivery date. They will contact us to make enquiries on your behalf.

If you're the sender

- If your parcel is past its expected delivery date, you can contact us to open an enquiry.

- Click here to enter the details of your parcel, and follow the on-screen instructions.

You may be entitled to compensation if your parcel has arrived damaged with some contents missing.

To be eligible for a Part Loss claim:

- The item you sent must not appear on our prohibited items list.

If you're the recipient

- Please contact the sender. They will contact us to make enquiries on your behalf.

If you're the sender

- Click here to enter the details of your parcel, and follow the on-screen instructions.

Please note: We will require photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.

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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