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Compensation, refunds and claims
For your added protection, you can choose to take out enhanced compensation cover.
All of our express services include compensation cover ranging from £50 to £200 per consignment for loss or damage. See our Inclusive Compensation page for full details.
If the value of your package exceeds this, you can take out our enhanced compensation cover for loss or damage, up to a maximum of £2500 per consignment. Musical instruments will only be covered up to the maximum amount of inclusive compensation included with the service. The amount of inclusive or additional cover varies per service. For additional items excluded from globalexpress please see our General Conditions of carriage.
Providing the consignment has been packaged correctly, any compensation payable for damage to an item will be limited to the repair cost. If the item is lost, or damaged beyond repair, an independent agent may be used to supply a replacement – subject to the maximum compensation for the service used, allowing for wear and tear and depreciation where appropriate. The lowest of the cost/sale price will be used to settle a claim and VAT will be reimbursed where appropriate.
There are two options to choose from:
Available to all customers: Enhanced cover for ad hoc consignments where you purchase at various levels up to a maximum of £2,500 per consignment, depending on the service selected.
Available to our account customers only: Enhanced cover across your entire contract, where you simply purchase the exact level of compensation you need (up to the nearest £100, maximum £2,500) for every consignment. The cost of this is 80p plus VAT per £100 of cover.
For account customers, the levels of enhanced compensation shown in the table below are available for express9, express10, expressAM, expressPM, express24, express48, globalexpress, expresscollect, irelandexpress, europrioritybusiness, europriorityhome, globalpriority, globalvalue and HM Forces services:
Enhanced compensation level
|Amount of cover included (up to)||
£8 + VAT
£12 + VAT
£16 + VAT
£20 + VAT
For non account customers, the following levels of enhanced compensation are available for the services shown:
|Maximum inclusive compensation||Additional compensation available||Maximum total cover|
|£200||£1.80 including VAT for the first extra £100 cover and £4.50 including VAT for every subsequent £100||£2,500|
|HM Forces - BFPO||£100||As above||£2,500|
All claims for damage or loss must be received within 30 days of posting except globalexpress which must be received within 15 days.
How to take out enhanced compensation
To take out enhanced compensation for UK and International consignments booked online, simply request it when you book a collection. If you are an account holder, to take out enhanced compensation across your entire contract, please call us on 08448 0044 66. To take out enhanced compensation for ad hoc consignments, you would need to complete the appropriate documentation related to the service being used.
Did you know anyone can send a parcel online by paying by credit or debit card. You do need an account or to log in. Just click on 'send now' and we will come and collect