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If a parcel you’ve sent is lost in transit or late arriving at it destination, you’re probably entitled to some compensation.
But the amount you can successfully claim will depend on factors like the length of a delay, the courier used and the type of delivery you paid for.
At the very least you’ll be able to get back the cost of the delivery service itself, as the courier will have failed to provide the service with ‘reasonable care and skill’ - a breach of the Consumer Rights Act.
It’s crucial you know the ‘terms and conditions’ of the courier or parcel delivery service you decide to use so that you know exactly what compensation is on offer.
In most cases the basic delivery rate will not include additional financial cover for the item you are sending.
You can get additional protection with a courier if you purchase insurance, or pay for particular delivery methods that include extra liability cover - such as Royal Mail’s recorded delivery.
If so, the courier service will have it’s own claim process that you will need to follow.
It’s always a good idea to pay for extra protection when you're sending high value items.
If you want to make a complaint to Royal Mail you’ll need to follow the following process:
If you want to make a complaint to a courier service other than Royal Mail you’ll need to follow the following process:
Find out what online shoppers really think of the couriers that deliver their packages. See our guide to the best and worst delivery companies.