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Compensation for a lost or damaged parcel in the UK depends on who holds the contract. A buyer claims from the retailer under the Consumer Rights Act 2015. A sender claims from the courier under that carrier’s own terms. This guide sets out both routes, the evidence each needs, and the deadlines that decide whether a claim succeeds.
Who Pays Compensation When a Parcel Goes Missing?
The retailer owes the buyer, and the courier owes the sender. Which?’s guide to late, lost and missing deliveries states that the buyer’s contract is with the retailer and that the Consumer Rights Act makes the retailer responsible for the condition and safe delivery of the order. Our guide to consumer rights on delivered damaged goods covers the refund, repair and replacement options in more detail.
| Situation | Who is responsible | Evidence to keep |
|---|---|---|
| Parcel never arrives | The retailer must deliver within 30 days of purchase unless both sides agree otherwise (Which?) | Order confirmation and tracking history |
| Parcel arrives damaged | The retailer owes a refund, repair or replacement (Which?) | Photographs of the damage and the packaging |
| Parcel left in a safe place or with a neighbour you approved | The retailer is not responsible if the parcel then goes missing (Which?) | A record of your delivery instructions |
| You are the sender | The courier’s own claim terms apply, and a missed deadline can reject the claim (Sendcloud) | Proof of posting and a value invoice |
What Evidence Does a Damaged Parcel Claim Need?
A damaged parcel claim needs photographs from several angles, the original packaging, the order or shipping receipt and proof of the item’s value. Photograph the box, the label and the contents before touching anything, and note the date and time you found the damage. Keep every box, filler and wrapper until the claim closes. Our documentation requirements for different delivery types guide lists the paperwork that travels with each parcel type.
Senders carry extra evidence duties. Sendcloud’s guide to filing courier claims states that every courier sets its own rules, and its comparison shows Evri and DPD asking senders to keep packaging and damaged goods. Proof of posting, declared value and service level then fix the maximum payout. Packaging quality feeds the same decision, so read our guides on secure parcel packaging and how to wrap a parcel for delivery before the next dispatch.
How Do You Claim From the Courier or the Retailer?
A buyer writes to the retailer first, names the breach of the Consumer Rights Act and states the remedy wanted. Which? gives the same instruction in plain words: “Complain to the retailer, not the courier.” The retailer then deals with its own carrier, and the buyer keeps the refund right throughout.
A sender files with the carrier. Citizens Advice documents the Royal Mail compensation claim route, including response times and the complaint step. Other carriers publish different windows: Sendcloud lists 21 days for DPD, 28 days for Evri and 30 days for Parcelforce, so the carrier’s terms page sets the deadline.
Data: Which?’s report on delivery complaints and how to resolve them finds that a quarter of online shoppers had at least one problem during the 2024 Christmas season. It also finds that four in 10 of those shoppers did not contact anyone.
What Is the Fastest Route to a Refund or Compensation?
The fastest route starts with the party that holds the contract. A buyer who reports a missing parcel to the retailer in writing, with photographs and the order number, triggers the retailer’s legal duty to refund or replace. A sender who files inside the carrier’s window, with proof of posting and value, triggers the carrier’s liability up to its published limit. Writing to the wrong party adds weeks, so confirm the contract before sending the first message.
Our guide to courier driver customer service in the UK covers how drivers handle customer contact, and the Q Couriers services page lists what Q Couriers delivers as a UPS partner.
How Does Better Packaging Cut Claims Before They Start?
Packaging decides whether a claim exists at all. Our guides on packaging solutions for challenging deliveries, fragile electronic equipment delivery and how the courier industry can improve sustainability cover packaging choices, fragile goods and recyclable materials. Delivery restrictions for UK couriers covers restricted items.
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My Answers to Your Questions
Do I get a refund for a safe-place parcel?
Not if you approved the safe place. Which? states that when you specify a safe space, or consent to a neighbour taking the parcel, and the parcel then disappears, you have no right to a refund from the retailer. If you gave no instructions, the retailer must refund or replace the order. Check your account settings and courier messages before agreeing to any safe-place option.
How long does Royal Mail take to decide a compensation claim?
Citizens Advice states that Royal Mail replies to a compensation claim within 30 days, or within 90 days when the item went to an address outside the UK. A successful claim is paid by cheque. If Royal Mail rejects the claim, the sender can make a complaint and escalate it. Keep the claim reference, because every follow-up message needs it. Keep a copy of the claim form and every email exchange.
What should I do when a parcel arrives damaged?
Photograph the damage and the packaging, then report it to the retailer at once. Which? states that a damaged or faulty item entitles you to a refund, repair or replacement. You do not need to name a courier in the first message, because the retailer owns the delivery risk. Keep the box, filler and label until the retailer confirms the outcome in writing.
Why do couriers reject compensation claims?
Missed deadlines are the main cause. Sendcloud states that a claim can be rejected automatically when the courier’s window has passed. Missing packaging, missing photographs and missing proof of dispatch or value are the next causes, because carriers such as Evri and Parcelforce require that evidence. File early, attach everything in one submission and keep the confirmation email. Photographs taken at the door often settle the dispute fastest.
Does delivery cover change what a courier pays?
Yes, because payout limits follow the service and the cover bought. Sendcloud’s comparison lists free damage cover of £20 at Evri, with Full Cover raising the limit, and standard Parcelforce cover of £100 to £200 depending on the service. Declare the true value when booking, because a courier pays against the declared value and the cover limit together. Ask the carrier for the written cover limit before you pay for the label.
Martin Smith is an industry expert with more than 30 years’ experience in the parcel delivery and logistics. Martin is considered an industry professional in the UK Courier World.
