Whether it is missing, delayed, marked delivered, damaged, or sent to the wrong address, create the right claim letter.
Bought something online? Send the claim to the retailer/seller — not the courier.
Posted a parcel yourself? Send the claim to the courier/postal company you paid.
You do not need to know whether the parcel is officially “lost”. If it has not arrived, tracking has stopped updating, it is marked delivered but not received, it was sent to the wrong address, or it arrived damaged, ParcelClaim helps you create a formal UK claim letter.
If you bought something online, your claim should usually go to the retailer or seller. If you posted the parcel yourself, your claim should usually go to the courier or postal company you paid.
ParcelClaim provides self-help template letters and document generation. It helps you prepare a clear complaint, but it is not a law firm and does not provide legal advice.
Use “I bought something online” when you ordered from a shop, marketplace, or retailer and the parcel never reached you. Your claim is normally against the retailer/seller.
Use “I posted a parcel myself” when you personally paid for postage and the courier lost, damaged, or delayed the parcel.
This distinction matters because the contract is usually with whoever sold you the goods or whoever paid for the delivery service.
Buyer claim: if you bought the item from a retailer or seller, your first claim should usually go to them, not the courier.
Sender claim: if you paid to post the parcel yourself, your claim usually goes to the courier or postal operator you paid.
| Situation | First claim against | What to ask for |
|---|---|---|
| Bought online, not received | Retailer/seller | Redelivery, replacement, or refund |
| Bought online, damaged | Retailer/seller | Refund, repair, or replacement |
| You posted it and it was lost | Courier/postal operator | Compensation up to the service cover limit + postage refund |
| You posted it and it was damaged | Courier/postal operator | Compensation, if evidence, packaging, and service terms support the claim |
Exact outcomes depend on the facts, evidence, retailer duties, courier terms, proof of value, packaging, exclusions, deadlines, and whether extra cover was purchased.
If you bought something online, the retailer or seller usually arranged the delivery. That means your first claim should normally go to the retailer/seller, not the courier. The retailer can then deal with the courier separately.
Choose “Marked delivered but not received” in the form. Add any useful details, such as no safe place agreed, no delivery photo, a photo/GPS location that does not match your address, no calling card, or CCTV showing no delivery.
That can weaken your claim, but it does not always end it. Explain exactly what safe place you agreed, where the parcel was left, and why you still dispute the delivery.
Yes. Useful evidence includes order confirmation, tracking screenshots, photos, proof of posting, proof of value, delivery photos, and messages with the retailer or courier.
Ask for written reasons. Depending on the situation, you may then send a follow-up, raise a chargeback or Section 75 claim where applicable, use the retailer/courier complaints process, or consider a small claim.
No. ParcelClaim provides self-help template letters and document generation. It is not a law firm and does not provide legal advice.