How to claim for international items
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. Before submitting an online claim please read all of the below.
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.
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.
What you’ll need to provide
When submitting your claim, please complete all of the required information as this allows us to process your claim quicker.
You must also provide supporting claim evidence that includes:
- Evidence of posting with Royal Mail (digital images must be of the original documentation)
- Evidence of the item’s value for loss, part loss & damage claims (This evidence must show what it cost the claimant to acquire, purchase or manufacture the original item (or repair in the case of damage)
- Photographs of the damaged item and packaging.
Our online claim form allows you to upload supporting evidence with your claim therefore we recommend that you have digital copies ready when submitting.
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
Submitting your claim online
The simplest way to report the loss or damage of a letter or parcel is by completing the appropriate online claim form.
Which form should I complete?
All claim forms must be completed in English only
Once you’ve submitted your claim
- We aim to provide a full response to claims within 90 days of receiving them, so please allow us this time to investigate before contacting us again
- 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 or damage. 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.
- If both the sender and recipient of the item make a claim for compensation then the right to claim shall lie with the sender unless compensation has already been paid to the recipient.
- If Royal Mail has requested sight of the original damaged item and 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
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Find out about our claims process for loss and damage for international itemsRead the full article