InPost Lost or Damaged Parcel

InPost says it depends on where the label was bought. InPost app labels: InPost covers losses it causes, free up to £50, with optional full-value cover up to £500 bought with the label. Labels from a marketplace, retailer or other third party: contact them, as they handle claims and compensation. source

InPost says damaged parcels must be reported within 30 days of the delivery date, and parcels marked delivered but not received within 14 days of the delivery date. Its policy also gives a short window for lost parcels after drop-off at a Locker or Shop. source

InPost says to use its claim form for lost or damaged parcels, or phone 0330 335 0950. It starts investigating within 24 hours and aims to resolve within 5 business days once it has all the information (up to 30 days, or 90 in exceptional cases). If you ordered through a retailer, raise it with the retailer. source

Risk stays with the trader until the goods come into the physical possession of you or a person you nominate to receive them, so a lost or damaged parcel is usually the seller's problem (Consumer Rights Act 2015 s.29). source

For online and phone orders, Citizens Advice advises contacting the seller before the delivery company, as you will usually get a better result by asking the retailer for a refund or redelivery. source

Section 75 and chargeback can help if the retailer will not refund: credit card (over 100 pounds and up to 30,000 pounds, bought directly from the trader) or debit/charge card chargeback; PayPal disputes must be opened within 180 days of payment. source