According to a study conducted by Business Booster, the United Kingdom ranks third globally in terms of the number of online transactions (behind China and the USA). Since the recent pandemic, online shopping has boomed, leading to more transport and potential logistical problems. Unfortunately, orders don't always reach their destination. This guide will help you understand what to do if you have entrusted your package to a post office, a shipping, or a mail service in the United Kingdom and want to know what happens when these services fail, what happens to lost parcels, how to initiate a claim procedure, and if you will get compensation if you suffer delivery issues.
Why do so many parcels go missing?
According to a home security company, 19 million parcels went missing from porches or other safe places in 2022; 21.5 million packages have been lost or stolen according to another poll, despite preventive measures implemented. One third of UK residents are affected by the problem! Royal Mail is the leading courier company in the United Kingdom; Parcelforce handles parcels for them. Up to 5% of their parcels in transit are lost every year. As for Evri, they are the lowest rated in terms of service.
Reasons for Lost or Damaged Parcels
- Poor packaging
- Wrong delivery addresses
- Misrouting
- Items being removed from their boxes
- Parcels are sometimes left in bins or on the side of the road, some are thrown over walls
- Small boxes are statistically the most stolen
- The fact that drivers sometimes have up to 180 parcels to deliver every day can explain that
One in three who had an issue said they took no action as they didn’t think it’d make a difference.
Legal Rights and Compensation
Yet, you have legal rights as a consumer. And sometimes, you can even expect compensation as explained later below.
What happens to lost parcels?
Lost property is stored until claims can be resolved. If no satisfactory issue can be found, it will be disposed of either by the carrier or a third party. Hence your box content can have a second life, be reset, cleansed for a re-sale, and found themselves for sale on UK online auctions.
UK customers spent £320 in missing goods in 2022 according to the Penn Elcom Global Parcel Theft Report, with Wales being the worst affected.
Whether you agreed for extra coverage or not, the carrier's responsibility is up to £20 per kilo. Read their terms and conditions.
Do lost parcels ever get found?
Even though every action has been taken to avoid missing delivery risks, parcels can be returned or worse case scenario end up in a corner of a postal depot, in delivery vehicles where they are forgotten or their address labels came off during transportation. They can also be delivered at the wrong address! All couriers take actions to prevent loss and theft and have processes in place to locate missing parcels. They may have online pages for customers to report missing items and file claims. Sometimes the parcel can't be found. So guarantees can come up handy, especially for valuable items. Secursus.com is a leading provider of parcel insurance in that matter.
What should I do if my package is lost, damaged or delayed?
Even if the courier made an effort to enhance their services in 2022, 56,368 people still complained about botched deliveries on social media. So if your parcel is lost:
Step 1
First inform the retailer, contact the seller or the carrier that the parcel is missing so they can start an investigation. Their liability is engaged for the transit and they should replace any damaged or lost package during travel or provide reimbursem*nt.
Watch out: if your item was stolen after being delivered in a 'safe place' of your choice, you are unfortunately responsible.
You can make a claim with the courier company within 10 days after pick-up date to your carrier as this is the average time for a normal delivery. The process may vary between companies. If the parcel is declared lost, you are entitled to compensation based on their contract.
You can only do so from Royal Mail if the parcel was shipped within the UK.
If you don't get satisfaction, you can complain to the Postal Review Panel for Royal Mail or seek independent legal advice.
For all valuable items, we advise that you take out shipping insurance. Its price will depend on your item's value, the package's size and weight, the shipping service, and the distance travelled.
Step 2
If you paid with a credit card, you may be eligible for a purchase protection refund. American Express reimburses up to £2,500 per item after a £50 excess fee. Check with your bank.
Step 3
An outdoor camera or video doorbell to keep an eye on what’s happening on your property 24/7 can discourage porch pirates, and give you extra peace of mind without relying on your neighbor.
If you file a theft report to the police, they won't be able to investigate unless you give some evidence.
How long do I have to make a claim?
The time limit varies depending on the carrier service used. It generally ranges between 14 calendar days from the expected delivery date for most private carriers, plus 7-21 days for supporting evidence and 80 days from the date of posting for Royal Mail for parcels sent within the UK, or within 6 months for international parcels.
What do I need to initiate a claim?
It is essential that you follow the specific process claims outlined by the courier company and act promptly to increase your chances of receiving compensation.
Check all your proof of posting: the postmark on a damaged packaging, collection notifications, email receipts. Gather all the information below:
- The name and address of both sender and recipient
- The amount paid for the transport
- The type of postage
- The insurance purchased
- Where and when shipment was done
- Tracking information, bar codes
- The content sent
- The type of packaging
- The condition of the item (photos can be useful)
- Proof of value (receipt, bank statement)
- Supply the damaged item and packaging or a photo if bulky
Compensation
Though it varies from a delivery company to another one, the standard compensation is usually up to £20.
Courier customer service forms
- Evri online form: If you’ve sent a parcel and it hasn’t been delivered after 5 days, customers can contact them.
- Parcelforce track and trace system will help find your item or make a claim.
- Here, Contact DPD to open an inquiry or there for DHL lost and damaged shipment. Fedex claims offers coverage through its service but if the item value is over £100, additional cost to cover potential losses is needed.
- UPS claims gives up to date details of the claim and notifications to be paid.
- Secursus is a specialist in freight transport coverage which covers lost parcels and your business with Goods in Transit Insurance. Shipping guarantee is always worth the investment if you take into account the amount of coverage by the carrier to be worry-free from unexpected situations. It's easy to use and only takes two minutes, so think about it!
