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Claims Centre
We're sorry there's been a problem, to find out how you should claim please choose from the options below:
Not received an item you bought online – who should you contact?
Claiming for lost or damaged items
How you claim depends on the service used, how and where the postage was paid for and/or where your item was posted:
Claiming for delayed items
Delay compensation may be available based the service used and delivery date. Find out how to claim a fee refund below:
Claiming for failure to obtain a signature
Please note, although we obtain a signature on delivery for International Signed and International Tracked & Signed items, these are not available to view online via Track your item. For more information see our terms and conditions.
You can still claim the fee refund if we’ve delivered a Royal Mail Signed For® item without confirming the item has been delivered at royalmail.com/track-your-item. Make your claim here.
Claiming for damaged property
For damaged items of mail see the Claiming for lost or damaged items section above.
Who to contact if we've caused damage to your property or vehicle.
Providing evidence for an existing claim
If we’ve been in touch to ask for evidence for an existing claim - proof of posting / proof of value / photos of damaged item etc - the quickest way to send it is by completing our online form. You’ll need your claim reference number, this will be in the letter / email we sent.
Cancelling a claim
Sometimes claims can be resolved before we've completed our investigation. If that happens, let us know here:
Our compensation policies provide full details of when you can claim
Items sent in the UK:
Items sent to another country:
Important information
Actual loss is what the item cost you to acquire, purchase or manufacture (or repair in the case of damage).
Example of actual loss
- Mrs Smith (the end purchaser) bought a pair of jeans from a shop and paid £25 for them. If she posts them on and they go missing she can claim what it cost her to purchase the jeans, i.e. £25.
- The Shop (the retailer) that sells the jeans buys them from the manufacturer for £15. If they post them and they go missing they can claim what it cost them to acquire the jeans, i.e. £15.
- The Factory (the manufacturer) that supplies the shop makes the jeans for £10. If they post them and they go missing they can claim what the item cost them to manufacture, i.e. £10.
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If you have a reference number and want to check where your item is, please use Track your item.
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