Help and advice

Claiming Compensation or Refunds

Skip to How to make a Claim

We are sorry to hear that you need to make a claim. This page tells you how to do this, and enables you to print off a claim form.

It’s important that you always keep a copy of the documentation for each parcel you send and a receipt (or similar proof of value) for the contents. Premiums paid for enhanced compensation are non-refundable in all cases.

Any claims which overstate the value of the contents will be rejected and no payment towards the value of the contents will be made, although any relevant refund for delay payment will be made. In making a claim, all types of compensation or refund for delay you believe relevant should be applied for.

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. To progress any 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. Should there be 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.

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

All UK claims must be received within 30 days of despatch. International claims must be made within the following timescales:
15 days of despatch for globalexpress; 30 days of despatch for irelandexpress and globalpriority; 120 days of despatch for globalvalue and HM Forces

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

As part of our security operations we carry out rigorous checks on consignments. This may involve X-ray screening, decompression, or in exceptional circumstances, the opening of a parcel. If a parcel fails any of these checks, service guarantees may be suspended and related compensation claims refused. Please see our prohibited and restricted goods page for further details.

Items sent overseas
Claims for compensation for loss/damage will not be accepted where the goods shipped are prohibited by the country of destination. For some international destinations there is no compensation payable for any service. The countries to which this restriction applies can vary so please check our country information before making a claim.

How to make a claim

You can make a claim online by registering at this website https://claims.parcelforce.comOpens in new window
Please note: If you are already registered with www.parcelforce.comOpens in new window you will need to re-register to make a claim.

You can still claim using a paper claim form. Just print off the claim form (the link is provided below) and return it to us at:
Parcelforce Worldwide Claims Centre
PO Box 491

Please download a pdf of our claim formOpens in new window (PDF opens in a new window).

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