Help and advice

Claiming Compensation or Refunds

You can make a claim online by registering on our claims website. Please note that you will need to register each time you make a claim.

By Post

You can still claim using a paper claim form. Just print off the claim form (Click here to download) and return it to us at:

Parcelforce Worldwide Claims Centre
PO Box 491
Wakefield
WF1 9AP

Timescales

Claims must be made within the following timescales:

  • 30 days of despatch for all UK claims
  • 15 days of despatch for globalexpress:
  • 30 days of despatch for irelandexpress and globalpriority
  • 120 days of despatch for globalvalue and HM Forces

When making a claim, please apply for all applicable types of claim, including compensation for loss, partial loss and damage, as well as refunds for delay

Important Information

Please keep your receipt and any relevant documentation for each parcel you send and a receipt (or similar proof of value) for the contents. To process claims made for items purchased using an auction website, the auction reference number and final receipts of purchase will be required.

Premiums paid for enhanced compensation are non-refundable.

The lowest of the cost/sale price will be used to settle a claim subject to the maximum compensation and allowing for wear and tear and depreciation where appropriate. VAT will be reimbursed in appropriate cases. Indirect or consequential loss including any labour costs is not covered. Postage costs are not paid for damage claims.

If a claim is made for damage, the recipient must keep all packaging and any damaged items for inspection until the claim is resolved. The recipient may be asked to complete a questionnaire and/or to provide photographs of the item and the packaging.

If a claim for loss or disputed delivery is made, the recipient may be asked to affirm that the item was not delivered and its value (if known).

To progress a claim, any such information requested by Parcelforce Worldwide must

be provided within 21 days. If the information requested is not received within this timescale, Parcelforce Worldwide reserves the right to close the claim.

If there is an error in a claim application or the supporting evidence that results in the need to re-issue a cheque, an administration charge of £10.00 will be deducted from the claim amount.

Any claims which overstate the value of the contents will be rejected. No payment towards the value of the contents will be made, although any relevant refund for delay payment will be made.

Appeals against decisions on claims settlements must be made within 30 days of receipt of the claim settlement letter, in writing, to the address shown on the claim settlement letter.

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