Lost or damaged parcel? How to claim compensation

The vast majority of parcels arrive safely, but things do go wrong. If yours is lost or damaged, here's how to get your money back.

Before you post: keep evidence

• Proof of postage – always get a receipt or keep the online booking confirmation. Without it, you usually can't claim.
• Proof of value – a receipt, invoice or screenshot of the sale.
• Photos of the item and how you packed it. Couriers may refuse damage claims if the packaging was inadequate.

Lost parcels

1. Check the tracking. Many "lost" parcels are delayed, delivered to a neighbour or left in a safe place.
2. Wait the required time. Carriers usually won't treat an item as lost until a set period has passed since posting (for Royal Mail this is typically 10 working days for UK items, longer for international).
3. Make a claim online with the carrier you booked with. If you booked through a comparison site, claim through them.

Damaged parcels

• The recipient should keep the item and all packaging, and take photos straight away.
• The sender normally makes the claim, as the carrier's contract is with them.
• Claim promptly – most carriers have short time limits for damage claims.

How much can you claim?

Compensation is usually limited to the item's value (not its selling price) and doesn't cover items on the carrier's prohibited list. If what you're sending is worth more than the standard cover, buy extra protection when you book.

If your claim is refused

Ask for the reason in writing and appeal through the carrier's complaints process. If you're still unhappy with a Royal Mail decision, you can escalate to the independent Postal Redress Service (POSTRS). If you paid by credit card, you may also be able to claim from your card provider.