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Just 20 years ago some staggering 20 billion pieces of mail were delivered annually – so it’s no wonder that from time to time our mail can get lost.
If you’re wondering what to do when your letter or parcel goes missing, then we’ve put together a handy guide with the latest advice from Royal Mail.
The postal service dates back to 1516 when Henry VIII knighted the first Master of the Posts, Sir Brian Tuke.
When is my parcel expected to arrive?
1st Class
Royal Mail aim to deliver the next working day.
If the item hasn’t been delivered by the due date plus 10 working days, the sender might be able to claim for compensation.
You can do this via Royal Mail’s Claims Centre, that we’ll come on to a little bit later.
2nd Class
This service aims to be delivered in two to three working days, but can take an extra working day if there’s a redirection in place.
The same again for the 10 working days claim, but it’s worth noting that if you’re
the recipient then you’ll have to contact the sender to make enquiries on your behalf.
What to do if your item is lost in the post
If the item was sent to somewhere within the UK, you must claim within 80 days from the date the item was posted.
If the item was sent to somewhere outside the UK, then you must claim within six months from when it was posted.
If it was sent to Europe, you can claim 20 working days after it was posted
How to claim if your parcel is lost
You might be able to claim compensation from Royal Mail if your post has been damaged, lost or delayed.
If the item was sent to somewhere within the UK, how much you can get depends on how it was sent.
- by 1st or 2nd class post, you can get the value of the item up to £20
- by 1st or 2nd class signed for post, you can get the value of the item up to £20
- by special delivery by 1pm, you can get the value of the item up to £750 – or more if there’s extra insurance for the item
- by special delivery by 9am, you can get the value of the item up to £50 – or more if there’s extra insurance for the item
- using the Tracked 24 or Tracked 48 service, you can get the value of the item up to £150
- using the articles for the blind service, you can get the value of the item up to £46
If the item was lost and you can prove it was worth some money, you’ll also get a full refund of the postage cost.
If the item was sent to somewhere outside the UK:
- by international standard post, economy post or HM Forces Mail, you can get the value of the item up to £20
- by international tracked or signed for post, you can get the value of the item up to £50 – or more if there’s extra insurance on the item
You can claim compensation on the Royal Mail website – it only takes a few minutes.
You’ll need to upload a digital photo or scan of:
- proof of the value of the item, for example a receipt or bank statement
- proof of posting – for example your paper or online receipt or certificate of posting
You’ll also need the reference number or barcode number – you can find this on the certificate of posting.
You can pick up a paper claim form from your nearest Post Office and send it to the address on the form.
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What happens after you claim
You’ll get a response within 30 to 90 days if the item was sent to somewhere outside the UK. If your claim is successful you’ll get a cheque in the mail.
Royal Mail might refuse to give you compensation if for example the item:
- was posted by an inappropriate method – for example if you sent expensive jewellery by 2nd class post instead of a service with insurance and tracking
- was lost, damaged or delayed by someone other than Royal Mail
Royal Mail is an established brand with more than 500 years of history.
Postmen and women deliver six days a week to 32 million homes across the UK.
