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Inclusive compensation cover

In the unlikely event that your parcel is either lost or damaged, you are automatically covered up to a specific level of compensation.

This is up to £20 for Tracked items and the value of the postage paid (up to £20) for Un-Tracked items.

Indirect, delay or consequential loss, including any labour costs & loss of business, however caused, are not covered on any of our services.

No loss or damage compensation will be paid when two or more parcels are strapped together.

Certain items are not covered for compensation in the event of loss and/or damage on our services.

For a full list of items we exclude from compensation please click HERE

Enhanced compensation cover

For your added protection, you can choose to take out enhanced compensation cover. You can choose to increase your insurance cover up to a maximum of £250 per item for selected tracked services across the UK and a number of global destinations.

Enhanced compensation is not available on Un-Tracked items and on some selected global destinations

You are able to ensure the contents for up to £100 £200 & £250 in value which can be selected at point of purchase.

The relevant cost for each value will be shown & you can select the most appropriate to your item.

Prices shown will include Insurance Premium Tax (IPT) at the appropriate rate

If the value of your package exceeds this, we recommend that you take out separate insurance to cover any shortfall in the event of a lost, damaged or delayed item.

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.

Important Information

Parcels2Post shall not be liable in any circumstances for any claim which relates to seizure or detention of the Goods in the course of transit by customs or other government authorities.

Claims for compensation for loss or damage will not be accepted where the goods shipped are prohibited by the country of destination.  Ensuring that the items sent to the destination country is the responsibility of the sender. Those international destinations where there is no enhanced compensation cover available have been automatically removed from the terminal and enhanced compensation insurance will not be offered.

In relation to electronic items sent by the Customer, Parcels2Post shall not be liable for any mechanical or electrical fault if there is no evidence that the Goods have been physically damaged by the Carrier during transit. For electronic items compensation will only cover material damage which may be caused to the Goods in transit.

Parcels2Post will require the Customer to substantiate a claim by providing any relevant information about the parcel. This includes proof of dispatch, proof of value, at least 3 estimates for repair costs, cost price, invoices, weight and nature of the item(s) lost or damaged.

To process claims for loss or damage for items purchased using an auction website, the auction reference number and final receipts of purchase will be required.

In the case of damage the Customer will provide photographs of the parcel and any items damaged as well as retain the parcel and its packaging for inspection.

Parcels2Post may make such investigations as it deems necessary to satisfy itself of the validity of any claim.

Where a compensation payment is claimed for damage, Parcels2Post may, at its sole discretion, choose to

(i) pay the cost of repair and any associated loss of value suffered by the Customer;

(ii) arrange for repairs to be made at its expense and compensate the Customer only for any associated loss of value;

(iii) pay the full value declared for the damaged item, and take title to the item, in which case the Customer will ensure the careful return of the item to Parcel2Post at our expense.

The maximum payable for any item will be limited to the value of the enhanced compensation. This includes the value of the postage paid.

If during the claims process it is discovered that the claim is dishonest or deceptive the claim will be considered void and closed immediately. No payment will be made whatsoever.

Making a Claim

All claims for compensation must be made on a fully completed Parcels2Post claim form, available HERE, which must be received by us within 30 days of dispatch.

This should be emailed to customerservice@parcels2post.com or posted to

Parcels2Post Ltd, Unit 4 Gatehouse Close Aylesbury, Bucks HP19 8DE

Claims must be made directly to Parcels2Post; any attempt to claim with the carrier directly will invalidate your claim with us.

A claim can only be made by the person sending the item, not the receiver.

A claim for lost or damaged goods sent through our International service will be rejected if the items claimed for are missing from the original valued customs invoice CN22.


7th November 2014

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