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THESE days you can order anything to your door – from mobile phones to mattresses to meals on the internet.
But sometimes, a parcel goes missing, arrives damaged, or is stolen.
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Parcel firms have come under fire recently after regulator Ofcom warned that they must get better at handling customer complaints.
A survey of more than 2,000 Brits by Ofcom last year found that nearly two-thirds (64%) had suffered problems with parcel deliveries.
But with more people receiving parcel deliveries than ever before since the Covid lockdowns, it’s important to know what your rights are.
Jessica Willock, home insurance expert at Confused.com said: “Online shopping is certainly a convenient option, especially with so many companies offering next day delivery.
“But this does mean that we need to be home to accept deliveries, or you could come home to find your parcel behind the bins!
“It’s not uncommon for parcels to go missing, either having been stolen or not delivered in the first place.”
Here are her Jessica’s top tips:
Know what to do first
“Knowing the best steps to take can be confusing and going straight to the courier company might seem like the best action,” Jessica said.
“But in the first instance, you should always reach out to the retailer you bought the item from. They are responsible for getting the package to you.”
When you contact the seller, you can:
- ask for a refund or re-delivery if the item didn’t arrive
- check your options for returning damaged or broken goods
“The retailer should be responsible for shipping you a replacement if your parcel is lost or stolen, or even damaged, so always gather as much evidence as you can to share with the company,” Jessica said.
What if the parcel contained a document like a passport or driving licence?
Contact the organisation that issued the document as soon as possible and ask them to cancel it.
This stops anyone from using it to pretend to be you.
For example, if your passport is lost, you should contact the Home Office.
For driving licences, contact the DVLA.
What if the parcel has been stolen?
You’ll need to report the stolen parcel to the police and if you’ve been burgled, call 101.
Without evidence from witnesses, or footage from a security camera or smart doorbell, it might be hard for anything further to happen.
But it does let the police build up a picture of these incidents in your neighbourhood.
If the goods were insured, you may be able to contact your insurance company for compensation.
“If you suspect your parcel has been stolen, having received evidence of the delivery then you should report it to the police, and it may be investigated,” Jessica said.
“However, the catch is that if you gave the company instructions to leave the parcel in a safe space and it was taken from there, then it’s your responsibility and you may not be able to receive a replacement, or make a claim on your insurance for it.
“If you gave no such instructions or the courier has assumed a safe place, then you should speak with the retailer.”
What if the parcel is lost or damaged?
The way each courier handles missing parcels varies, but in each case you will need to contact the company and probably fill out a claims form.
DPD:
You can open an enquiry on the DPD website for a missing or damaged parcel.
You need to do this within 14 days of delivery if there is damage to all or part of the parcel, or part of it has been lost. In all other cases you have 28 days.
Hermes:
If a parcel is damaged or lost, Hermes advises contacting its customer service team for more help.
Royal Mail:
If something is lost, damaged, delayed, or arrives with some of the contents missing you may be able to claim compensation by filling out a claims form.
Yodel:
If a parcel is missing or damaged, Yodel suggests contacting it via its web chat service, and checking with the sender.
UPS:
You can file a claim for a missing or damaged parcel online with UPS.
It needs to be at least 24 hours after a parcel is expected to have arrived.
Check if you can claim compensation
There are some limits on being able to claim compensation.
For example, you can only get compensation from Royal Mail for a delayed or lost parcel if the item was posted in the UK and sent using a Royal Mail service – such as by using a Post Office.
You can’t get any compensation if your post is delayed and one of the following applies:
- it was posted to somewhere outside the UK
- it was posted by special delivery and it had to be redirected
- it was posted using the Tracked 24 or Tracked 48 service
For other parcel companies the rules vary, but generally you can only get compensation if your parcel was lost by them or damaged and they are at fault.
Jessica said going to the retailer first is your best bet.
Check who can make the claim
Either the person who sent the item or the person receiving it can make the claim for compensation.
For example, if the item was sent using Royal Mail’s Tracked 24 or Tracked 48 service, only the sender can claim compensation.
This might also be the case for other parcel companies, because they will have the record of the parcel being posted.
It’s usually easier for the sender to claim because they’re more likely to have the evidence that’s needed to show that it was posted.
If you want to claim as the receiver, contact the sender to gather any evidence.
Check you’ve got the evidence you need
To get any compensation, you’ll need proof of posting.
This could be a receipt or certificate of posting if the parcel was sent at the Post Office, or a confirmation email or receipt from a parcel company.
If you received the item and it is damaged, you can use the packaging with the postmark on.
If the item was just put in a post box and lost in the post, you won’t usually have proof of posting – this means you can’t get compensation.
You’ll also need to know:
- the name and address of the sender and receiver
- the amount paid
- where and when the item was sent
- Any reference number or barcode number
- the contents of the parcel
If you’re claiming for damage or loss you’ll also need to give a description of the packaging and condition of the item, so take photos if you can.
You might get some extra compensation if your item was valuable – but for this you’ll need original proof of its value, such as a receipt, bank statement, repair quotations or Paypal records.
Check how much time you’ve got to make a claim
There are different rules depending on if the item was damaged, delayed or lost in the post.
It is best to contact the parcel company as soon as you can as many have a cut-off of 14 days to claim compensation.
