Guides › Delivery Problems › Royal Mail Lost or Damaged Parcel
Royal Mail Lost or Damaged Parcel
If a Royal Mail item is lost or damaged, claims must be made within 80 days of posting. Both the sender and the recipient can claim, but only one is paid, and compensation is capped by the service used. If you bought the item from a shop or website, the seller is responsible until it reaches you, so contact the seller first.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Royal Mail Claims
Royal Mail Claims
Royal Mail claims: claims for lost or damaged UK items must be made within 80 days of posting; both sender and recipient can claim but only one is paid; standard post is capped at 20 pounds of item value, Tracked 24/48 up to 75 pounds, and Special Delivery 1pm up to 750 pounds (as stated by Royal Mail and Citizens Advice). source
Taking It Further
Per Ofcom, you first contact Royal Mail customer services (by phone, online or by post); if it cannot resolve the complaint you can escalate to the Postal Redress Service (POSTRS). source
Who Is Responsible
Risk Stays with the Trader
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
Who to Contact First
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
If You Sent It Yourself
If you sent the item yourself, claim from the delivery company (Royal Mail, Evri, DPD and so on) following its claims procedure. source
If You Chose the Carrier
Exception: if you arranged the carrier yourself and the trader did not offer that carrier as an option, risk passes to you when the goods are handed to that carrier (s.29), though you may still have a claim against the carrier. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 80 daysRoyal Mail claim for a lost or damaged UK itemWithin 80 days of posting date (Royal Mail loss policy); decision normally within 30 days
- 30 daysEscalate Royal Mail complaint to the Postal Redress Service (POSTRS)After the Postal Review Panel response (30 days) or if Royal Mail takes over 90 days to respond or does not follow its procedure
- 30 daysDefault delivery time for goods bought from a traderWithout undue delay and within 30 days of the contract unless agreed otherwise
Steps to Take
Step 1 of 5
If you bought the item from a shop or website, contact the seller first and ask for a refund or replacement.
Step 2 of 5
If you sent the item yourself, claim from Royal Mail within 80 days of posting. Keep your proof of postage.
Step 3 of 5
Photograph damaged items and packaging before you throw anything away.
Step 4 of 5
If Royal Mail cannot resolve your complaint, ask for a final response.
Step 5 of 5
Then escalate to the Postal Redress Service (POSTRS).
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Postal Redress Service (POSTRS, Run by CEDR)
Royal Mail complaint unresolved after the Postal Review Panel, or delay over 90 days (per Citizens Advice).
Card Provider: Section 75 or Chargeback
The retailer has not refunded; then Financial Ombudsman Service if the card provider refuses.
Retailer's ADR Scheme / Citizens Advice Consumer Service
The retailer will not deal with the problem; Citizens Advice can help identify the right scheme.
County Court Small Claims
Last resort after complaints and ADR have failed.
Good to Know
Small things that make your complaint stronger.
Keep your tracking number and proof of postage.
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If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- citizensadvice.org.uk/consumer/post-and-parcels/claiming-compensation-from-royal-mail Checked 12 October 2026
- ofcom.org.uk/make-a-complaint/complain-about-postal-services/royal-mail Checked 12 October 2026
- legislation.gov.uk/ukpga/2015/15/section/29 Checked 12 October 2026
- citizensadvice.org.uk/consumer/post-and-parcels/damaged-lost-delayed-post-or-parcel Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 12 October 2026