Answer a few questions and generate a formal UK claim letter to the retailer or courier.
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.
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: ask for a refund or replacement from the retailer. If you paid extra for delivery, include the original delivery charge.
Sender claim: courier compensation usually depends on the service used, proof of value, packaging rules, prohibited item rules, and the service’s cover limit.
| Situation | First claim against | What to ask for |
|---|---|---|
| Bought online, not received | Retailer | Refund or replacement |
| Bought online, damaged | Retailer | Refund, repair, or replacement |
| You posted it and it was lost | Courier/postal operator | Item value up to cover limit + postage refund |
| You posted it and it was damaged | Courier/postal operator | Compensation, if packaging/evidence rules are met |
Always check the courier’s latest terms and claim deadline before submitting a high-value claim.
The courier usually has the delivery contract with the retailer, not you. The retailer should chase the courier and resolve the problem with you.
Use the buyer letter. Add details such as no safe place agreed, no delivery photo, wrong GPS/photo, no card left, or CCTV evidence.
That can weaken your claim. Add exactly what you agreed, where the parcel was left, and why you still dispute 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. You can then send a follow-up, raise a chargeback or Section 75 claim where applicable, use the retailer/courier complaint 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.