Summary
Couriers only accept claims within a set time. If you raise a claim after the deadline, it will be rejected, even if the parcel is genuinely lost. This article lists the application limit for each UK courier.
Why this matters
Every courier sets a maximum time from dispatch, delivery or checkout in which a claim can be made. Missing the window usually means no compensation, so raise lost-parcel queries as early as you can.
Application limits (UK)
| Courier | Application limit | Counted from |
|---|
| DPD | 14 days to request an investigation. Once the claim is confirmed as claimable, file within a further 10 days. | First carrier scan |
| Royal Mail | 30 natural days | First carrier scan |
| Parcelforce | 25 natural days | First carrier scan |
| Hermes (Evri) | 25 natural days | First carrier scan |
| DHL | 5 working days | First carrier scan
|
Before you can claim
A parcel only becomes eligible after its tracking has stopped updating for a minimum period:
- DPD: 5 days
- Parcelforce: 7 days
- Royal Mail: 10 days
- Hermes: 10 days
Parcels showing only "label created" or forecast information, and parcels already marked delivered, can't be claimed as lost.
What to do
- Check the tracking and note the date of the last scan.
- If the parcel hasn't moved for the period above, contact us straight away. Don't wait for the deadline.
Have the following ready:
- Order and tracking number.
- Purchase cost invoice.
- Proof of refund or reshipment, if applicable.
- We'll raise the claim with the courier on your behalf.