Claims policies by carrier

When a parcel is lost or damaged, every carrier has its own claim window, value limit, and evidence requirements. Here is the policy for each carrier ITD works with — what to send, how long you have, and how long a decision takes.

How to use this page

Each carrier lists its Loss and Damage policy side by side: the claim window (in calendar days, and the event it counts from), the maximum claim value, and exactly what to send. Some carriers do not accept damage claims — that is marked clearly.

Use the filter to jump to a carrier, or search the Help Centre (e.g. “DHL claim”) to land straight on its policy. Every carrier has its own anchor URL (e.g. /help/account/claims#dhl) so you can link to one policy from a ticket or a customer reply.

Amazon Shipping

Loss

Claim window: 26 days from First Actual Scan
Max claim value: £25
What to send: Sales invoice and goods description — Sales price must be included — Invoice to show proof of refund
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 7 days from Damage Scan / Delivered Date
Max claim value: £25
What to send: Sales invoice and goods description — retail price must be included — Invoice to show proof of refund
Must provide photo or video evidence of the damage

Submission → result: 40 days

DHL

Loss

Claim window: 12 days from Collection Date
Max claim value: £50
What to send: Tracking number, cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 5 days from Collection Date
Max claim value: £50
What to send: Tracking number, cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Submission → result: 40 days

Claims are not accepted where there has been no scan.

DHL (Parcel)

Loss

Claim window: 14 days from Delivery Date
Max claim value: £75
What to send: Tracking number, cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 14 days from Delivery Date
Max claim value: £75
What to send: Tracking number, cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Submission → result: 28 days

Claims are not accepted where there has been no scan.

DPD Europe

Loss

Claim window: 26 days from First Actual Scan
Max claim value: £50
What to send: Cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 12 days from First Actual Scan
Max claim value: £50
What to send: Cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Submission → result: 40 days

Claims are not accepted where there has been no scan.

DPD UK

Loss

Claim window: 12 days from Label Creation
Max claim value: £100
What to send: Cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Damage

Not available — no damage claims on DPD UK services.

Submission → result: 40 days

No claims allowed for damaged items on DPD UK services.

Claims are not accepted where there has been no scan.

Evri

Loss

Claim window: 26 days from Label Created
Max claim value: £25
What to send: DOR if disputing delivery (See ITD Customer Knowledge Centre for the DOR form)
Cost invoice and description
Any supporting detail to identify items (pictures, branding etc)

Damage

Not available — no damage claims on Evri services.

Submission → result: 40 days

No claims allowed for damaged items on Evri services.

Claims are not accepted where there has been no scan.

FedEx

Loss

Claim window: 19 days from Delivery / Due Date
Max claim value: £50
What to send: Cost invoice and goods description — cost and retail price must be included
Tracking number of consignment, Contact Name, Number, Email address, Full goods description (including brand names), References, Colours and materials. Full description of packaging including colour, type and any specific barcodes or references on the outer and/or inner cartons, photos of damage

Damage

Claim window: 19 days from Delivery / Due Date
Max claim value: £50
What to send: Cost invoice and goods description — cost and retail price must be included
Tracking number of consignment, Contact Name, Number, Email address, Full goods description (including brand names), References, Colours and materials. Full description of packaging including colour, type and any specific barcodes or references on the outer and/or inner cartons, photos of damage

Submission → result: 40 days

Claims are not accepted where there has been no scan.

Landmark

Loss

Claim window: 26 days from Label Created
Max claim value: CMR
What to send: Cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 26 days from Label Created
Max claim value: CMR
What to send: Cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Submission → result: 40 days

Claims are not accepted where there has been no scan.

P2P

Loss

Claim window: 26 days from Despatch Date
Max claim value: £50
What to send: Cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 26 days from Despatch Date
Max claim value: £50
What to send: Cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Submission → result: 40 days

Claims are not accepted where there has been no scan.

Royal Mail

Loss

Claim window: 78 days from First Actual Scan
Max claim value: £150
What to send: Cost invoice and goods description — cost and retail price must be included
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 78 days from Damage Scan
Max claim value: £150
What to send: Proof of damaged goods — images
Damaged goods to be retained for inspection by receiver. Maximum liability £150.00

Submission → result: 40 days

Starlinks

Loss

Claim window: 28 days from First Actual Scan
Max claim value: £50
What to send: Cost invoice and goods description — cost and retail price must be included — Invoice to show proof of refund
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 7 days from Damage Scan
Max claim value: £25 + Shipping
What to send: Cost invoice and goods description — cost and retail price must be included — Invoice to show proof of refund
Any supporting detail to identify items (pictures, branding etc)
Photos of damage

Submission → result: 40 days

TNT

Loss

Claim window: 19 days from Delivery / Due Date
Max claim value: £50
What to send: Cost invoice and goods description — cost and retail price must be included
Tracking number of consignment, Contact Name, Number, Email address, Full goods description (including brand names), References, Colours and materials. Full description of packaging including colour, type and any specific barcodes or references on the outer and/or inner cartons, photos of damage

Damage

Claim window: 19 days from Delivery / Due Date
Max claim value: £50
What to send: Cost invoice and goods description — cost and retail price must be included
Tracking number of consignment, Contact Name, Number, Email address, Full goods description (including brand names), References, Colours and materials. Full description of packaging including colour, type and any specific barcodes or references on the outer and/or inner cartons, photos of damage

Submission → result: 40 days

Claims are not accepted where there has been no scan.

UPS

Loss

Claim window: 58 days from Collection Date
Max claim value: CMR £8/kg
What to send: A tracer request is sent to the customer to provide the goods description, customs value, type of packaging, barcodes, references
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 12 days from Delivery / Due Date
Max claim value: CMR £8/kg
What to send: A tracer request is sent to the customer to provide the goods description, customs value, type of packaging, barcodes, references
Any supporting detail to identify items (pictures, branding etc)

Submission → result: 40 days

Claims are not accepted where there has been no scan.

UPS NL

Loss

Claim window: 58 days from Collection Date
Max claim value: CMR £8/kg
What to send: A tracer request is sent to the customer to provide the goods description, customs value, type of packaging, barcodes, references
Any supporting detail to identify items (pictures, branding etc)

Damage

Claim window: 12 days from Delivery / Due Date
Max claim value: CMR £8/kg
What to send: A tracer request is sent to the customer to provide the goods description, customs value, type of packaging, barcodes, references
Any supporting detail to identify items (pictures, branding etc)

Submission → result: 40 days

Claims are not accepted where there has been no scan.

All countdown and submission-to-result figures are calendar days.

A query is not classed as ‘submitted’ until ITD have received all correct supporting documentation.

Need to raise a claim?

Submit a request with your tracking number and the evidence listed above, and the ITD team will start the claim with the carrier on your behalf.

Submit a request Back to Help Centre

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