Generate a formal letter in 60 seconds. Based on UK consumer law.
Under the Consumer Rights Act 2015 Section 29, goods remain the retailer's responsibility until they come into your physical possession. If you are the buyer, claim from the retailer — not the courier. If you are the sender, the courier must perform the service with 'reasonable care and skill' (Section 49). In either case you may claim the item's value (subject to cover limits) and a refund of postage.
| Courier | Standard Cover | Claim By |
|---|---|---|
| Royal Mail 1st/2nd | Up to £20 | 80 days |
| Royal Mail Signed For | Up to £50 | 80 days |
| Royal Mail Special Delivery | Up to £500-£2,500 | 80 days |
| Evri | Varies by service | 14-28 days |
| DPD | Varies by service | 14 days (damaged) / 28 days (lost) |
| Yodel | Up to £50 | ASAP |
| Parcelforce | £100-£200 | 30 days |
| DHL | Varies by service | 14 days / 28 days |
Compensation is the lower of: item value, proof of value, or maximum cover. Always claim both postage refund and item compensation.
Yes — and you should claim from the retailer, not the courier. Under Consumer Rights Act 2015 s.29, the shop owns the risk until the parcel reaches you. Our 'buyer' letter handles this.
The courier must deliver with 'reasonable care and skill' (CRA 2015 s.49). If they lose or damage it, you claim from them directly.
Absolutely. No proof = almost automatic rejection. Royal Mail: ask for the free Certificate of Posting. DPD, Evri, Yodel, etc: keep the counter receipt or drop-off slip. Online: save the booking confirmation and tracking email.
The item inside is harmed because of how it was handled — cracked, snapped, soaked, crushed, or missing because the parcel was opened. A scuffed box alone doesn't count. Neither does damage you cause opening it.
Before you bin anything: 1) the outside of the parcel (all sides), 2) the inside packaging, 3) the item close-up from multiple angles. Keep everything until you're paid.
Yes. If it's obviously crushed, torn, or wet, tell the driver you refuse it and take a photo first. Refusal is strong evidence the damage happened in transit.
Most couriers decide in 7-28 days once you've sent everything. Royal Mail targets 10 working days. High-value or disputed claims take longer.
Yes. Every service includes basic liability: Royal Mail 1st/2nd up to £20, Signed For up to £50, Yodel up to £50, Parcelforce £100-£200, DPD/Evri/DHL varies by service. Basic cover rarely matches the real value.
Claim anyway. The courier must prove proper delivery with a signature, photo, or GPS. If they can't, it's treated as lost. Buyers start with the retailer.
Not usually. The contract is with whoever paid for postage. Only Royal Mail allows sender OR recipient to claim (one payment only). Everyone else requires the sender.
You're in a weak position. Some couriers may accept a bank statement showing payment, or CCTV from the shop, but they don't have to. Always get proof of posting.
They're two separate payments — claim both: 1) Postage refund: what you paid to send it, 2) Compensation: value of the contents, capped at your service limit.
Ask for the rejection in writing. Typical reasons: no proof of posting, bad packaging, prohibited goods, missed deadline, no value proof. Reply with more evidence, escalate to a manager, then go to POSTRS (free independent redress, up to £10,000) if the courier is a member.
You'll get the lowest of three figures: the item's current market value, the value you can prove with receipts, or the maximum cover for the service you bought. Example: you send a £150 camera via standard 2nd class — you'll get £20 maximum.
No. UK parcel compensation covers postage + item value only. It doesn't include inconvenience or lost profits.
Provide alternative proof: bank statement, order confirmation email, PayPal record, or a screenshot of the current price for an identical new item. The more you show, the better.
Only if you suspect theft. For claims over £1,000, some couriers ask for a crime reference number as part of their process.
Royal Mail: 80 days from posting. DPD: 14 days (damage), 28 days (loss). Evri: 14-28 days. Parcelforce: 30 days. DHL: 14-28 days. Yodel: as soon as possible. Claim early — delays weaken your case.