Help and advice

Refunds for late delivery

Even with the most advanced systems the unexpected can happen and for that reason we provide extra ways to secure your peace of mind. 

With the exception of our non-guaranteed international services (globalvalue and globaleconomy), you may claim a full or proportionate refund of the carriage cost if your consignment does not arrive at its destination within the guaranteed delivery time - please see the table below for details. 

Refunds for multi-part consignments are paid pro-rata if some items are late. However, a refund will not be paid for delay if the item is sent to a PO Box address within the UK or if multiple items have been strapped together. 

There are occasions when our delivery speed guarantee does not apply you can see what they are on our delivery speed exceptions page.

Please also download our UK postcode exceptions page to find out which outlying areas have extended delivery times

For Non Account customers the following refunds are available:

Service Name

% of refund if not delivered on or before the stated delivery time or day

express9
express10
expressAM
irelandexpress
globalexpress

100%

express24

50%

express48
express48large
globalpriority

25%

HM Forces
globalvalue
globaleconomy

N/A

For Account customers the following refunds are available:

Service Name

% of refund if not delivered on or before the stated delivery time or day

express9
express10
expressAM
expressPM
irelandexpress
globalexpress

100%

express24

50%

europrioritybusiness
globalpriority

25%

HM Forces
express48
express48large
expresscollect
europriorityimport
globalvalue
globalbulkdirect

N/A

 

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