Courier Claim Timelines
When and how to file a claim with Royal Mail, DHL and DPD for a lost, delayed or damaged parcel.
Each courier has its own claims policy for domestic and international shipments. Here's what to expect from Royal Mail, DHL and DPD.
Royal Mail
UK (domestic)
Loss claims must be submitted within 80 calendar days of posting. Damage claims should be submitted as soon as possible, with supporting documentation. Royal Mail typically responds within 30 calendar days.
International
Non-delivery claims can only be made after 20 working days for European destinations, or 25 working days for the rest of the world. Claims must be submitted within 6 months of posting, and can take up to 90 days to resolve.
DHL
Express (UK and international)
Claims must be filed within 30 days of shipment acceptance. DHL Express typically responds within 10 working days.
eCommerce (domestic UK)
Damage claims must be notified within 14 days of shipping, missing parcels within 28 days. Once a claim is initiated, supporting documents must be uploaded within 21 days of the delivery or due date.
DPD
UK and International
Claims must be submitted within 14 days of shipping (10 days for Shopify orders). Some countries, such as the Czech Republic, require claims within 7 days of the expected delivery date. Supporting documents must be provided within 14 days of the investigation starting. DPD generally processes claims within 30 days of receiving all documentation.
Summary
Courier | UK claims | International claims | Decision timeline |
|---|---|---|---|
Royal Mail | Loss: 80 days, damage: ASAP | Delay: 20 to 25 working days, submit within 6 months | 30 days (UK), 90 days (international) |
DHL Express | Within 30 days of acceptance | Same as UK | Around 10 working days |
DHL eCommerce | Damage: 14 days, missing: 28 days | Same as UK | Based on policy |
DPD | Notify within 14 days, docs within 14 days | Same, but may vary by country (e.g. 7 days) | Up to 30 days |
Tips
Act quickly. Delays in submitting a claim can void your eligibility for compensation.
Keep tracking details, proof of postage and photos of any damage.
Check country-specific rules for international shipments, since they can vary.