Delivery rights

A parcel is considered damaged if the contents are broken, crushed, torn or otherwise unusable due to mishandling during delivery. This includes:

• Physical damage: Items broken, cracked, dented or shattered
• Packaging damage that affects contents: Boxes crushed, torn or pierced causing damage inside
• Water or liquid damage: Items wet or stained from weather exposure or leaking packages
• Missing contents: Packaging arrives open or resealed with items missing
• Contamination: Items soiled or made unusable by other substances

What doesn’t count as damage:
• Minor cosmetic damage to outer packaging that doesn’t affect contents
• Damage you caused when opening the parcel
• Items that arrived intact but stopped working later (manufacturing fault, not delivery damage)
• “Buyer’s remorse” – if you just don’t want the item anymore

Evidence you need for damage claims:
• Photos of everything: The outer packaging, inner packaging and damaged item from multiple angles
• Keep all packaging: Don’t throw anything away until the claim is resolved
• Proof of value: Purchase receipts, bank statements or online order confirmations
• Repair quotes: If the item can be fixed, get a written quote
• Before photos: If you took photos before posting (especially for valuable items), include these

If a parcel arrives with obvious severe damage (crushed box, torn open, water-damaged), you or the recipient can refuse to accept it. This strengthens your compensation claim as it shows the damage occurred in transit. Take photos before refusing if possible.

Processing times vary by courier but typically take 7-28 days once all evidence is provided. Royal Mail aims to respond within 10 working days. Complex claims involving high-value items may take longer.

Yes – all couriers provide basic compensation cover (typically £20-£50 depending on the service). Additional insurance increases this limit. However, if you’re sending valuable items, always buy extra cover as basic compensation rarely covers the full value.

If tracking shows delivery but the recipient hasn’t received it, you can still claim for a lost parcel. The courier must prove proper delivery – for higher-value services, this usually requires a signature. If no signature was obtained, you have a stronger case.

Usually no – compensation claims must be made by the sender who paid for the delivery service and has proof of posting. Royal Mail is the main exception, allowing either the sender or recipient to claim (but only one payout will be made). Other couriers like DHL, DPD, Evri, Parcelforce and Yodel typically require the sender to claim.

Without proof of posting, most delivery companies will reject your claim. This is why getting a receipt is essential:
• Royal Mail: Always get a free Certificate of Posting
• Other couriers: Keep your tracking number and drop-off receipt
• Online bookings: Save confirmation emails
Some companies may accept alternative proof (bank statements showing the postage cost, CCTV from drop-off locations) but this is at their discretion and not guaranteed.

No – you’re entitled to both:
• Refund of postage cost: You should get back what you paid to send the parcel
• Compensation for contents: Payment for the lost or damaged item’s value, up to the cover limit for your service level
Always claim both – they’re separate entitlements.

If the courier rejects your claim, ask for a detailed explanation in writing. Common reasons for rejection include:
• No proof of posting
• Inadequate packaging (check the courier’s packaging guidelines)
• Item not covered (prohibited items, insufficient insurance for value)
• Claim made outside the time limit
• Insufficient evidence of value or damage

If you believe the rejection is unfair, escalate through the courier’s complaints process, then to POSTRS (the independent postal redress service) if they’re registered.

Compensation is typically the lower of:
• The item’s current market value (not what you paid originally if it’s depreciated)
• Your proof of value (receipt, bank statement)
• The maximum compensation limit for your service level

For example, if you sent a £200 item using standard 2nd class (£20 max cover), you’ll only receive £20 unless you purchased additional insurance. Always buy appropriate cover for valuable items.

Compensation is typically the lower of:
• The item’s current market value (not what you paid originally if it’s depreciated)
• Your proof of value (receipt, bank statement)
• The maximum compensation limit for your service level

For example, if you sent a £200 item using standard 2nd class (£20 max cover), you’ll only receive £20 unless you purchased additional insurance. Always buy appropriate cover for valuable items.

Generally no – compensation covers only the postage cost and item value, not your time, stress, or consequential losses (like missing a birthday because the gift didn’t arrive). However, POSTRS may consider inconvenience awards in exceptional cases.

You can still claim but you’ll need alternative proof of value:
• Bank or credit card statements showing the purchase
•Online order confirmations or invoices
• Screenshots from websites showing current market value for identical items
• Valuations for antiques or collectibles

The courier may challenge valuations without receipts, so provide as much documentation as possible.

Not usually, unless you suspect theft. However, if you’re claiming for a high-value item (over £1,000), some couriers may request a police reference number. Check with the specific courier’s claims process.