How to claim for International items (posted to addresses outside the UK)
The simplest way to make a claim for loss, part loss or damage to a letter or parcel posted to an address outside the UK is via our online claim form. Alternatively you can submit it by completing a 'Lost or damaged International mail claim form' known as a P58. Before submitting a claim please read the below carefully.
When to claim
We cannot accept a claim for loss unless at least 20 working days (for items posted to Europe) or 25 working days (for items to the rest of the world) have passed from the due delivery date. All claims must be submitted by the sender within 6 months of posting the item.
Important information to note
We are unable to accept claims for delayed items of International mail.
If you are the recipient of the item you should refer the matter to the sender to progress with Royal Mail.
The claim form should be completed with as much detail as possible, the minimum information required to submit a claim is:
• the names and addresses of the sender, addressee and claimant
• the Royal Mail Product used
• the amount of postage paid and method of payment (e.g. stamp, Franking, Online Postage, etc.)
• place of posting
• date of posting
• the basis for asserting the posting details and product used – such as date of post mark, Certificate of posting and for Airsure® & International Signed For™ the product documentation
• detailed description of the contents and packaging (for loss and damage)
• date the item was delivered (for part loss and damage)
• for damage and part loss claims the damaged contents and all the packaging must be retained and presented to Royal Mail upon request.
The claim should also include any available supporting information/evidence relevant to the claim;
• Evidence of posting with Royal Mail1
• Evidence of the item’s value2
• Royal Mail needs to ensure that unwarranted claims are not made and as such it retains the right to request further information from the claimant and to refuse claims that it suspects are unwarranted
If you're not completing your claim online the signed and dated completed claim form, along with the supporting evidence, should be sent to the Freepost (no postage required) address shown below or handed in at any Post Office®.
• The signed and dated completed claim form along with the supporting evidence should be sent to the Freepost (no postage required) address below or handed in at any Post Office® branch
• Royal Mail will provide the customer with a unique reference number for their claim.
• Royal Mail will carry out checks and enquiries to establish 1) that the item was posted with Royal Mail and 2) the cause of the loss, part loss, damage or delay. This may involve requesting additional documentation / information from either the sender or recipient of the item or inspecting the packaging and item in question.
• Royal Mail will take in to account any findings and the compensation policy for the product used to determine how much, if any payment is due.
• Where compensation for the full value of an item, in its pre damaged condition, has been paid we are not obliged to return the item to you and may deal with or dispose of it as we see fit. In instances where the repair value only has been paid as compensation for the damage, the item will be returned to the claimant.
• If a customer is not satisfied with the process, they can have their case reviewed. View the complaints process.
Once we receive your claim we may contact the Foreign Postal Administration as part of our investigation, so please allow up to 90 days for us to investigate and respond fully before contacting us again.
How to claim
If you're claiming for an item sent to a British Forces Post Office (BFPO) address you should download, print and complete our downloadable claim forms below, sending it to the address on the form.
The simplest way to report the loss or damage of a letter or parcel is by completing our online claim form. Note: this form should be completed in English only and should not be used for items sent to a BFPO address.
Apply by post
If you're not applying online, download, print and complete one of the following forms (also available from any Post Office® branch) :
When completed in full, the signed and dated claim form and all supporting evidence should be sent to:
Royal Mail Customer Services
STOKE ON TRENT
1Any supporting documentation must be the original (the Customer should keep a copy for their records)
2This evidence must show what it cost the claimant to acquire, purchase or manufacture the original item (or repair in the case of damage)
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Find out about our claims process for loss and damage for international itemsRead the full article