Unfortunately it is inevitable that a very small percentage of parcels get lost and not delivered to the intended recipient. As e-parcels.com use Royal Mail for distribution and final mile delivery, it is regrettably out of our control when parcels go missing.

However, we realise that our customers should have recourse to compensation if and when a parcel is lost, and as a result we offer compensation which is based on standard Royal Mail policy as follows:

• compensation value for non-delivered items:
  • refund up to a maximum of £34 or up to the market value, whichever is the smaller amount
• in order to qualify for compensation on an undelivered parcel, the following must be provided to e-parcels.com
  • documentary evidence (i.e. email) from end-customer stating non-delivery of item
  • evidence from e-parcels customer that the end-customer has paid for non-delivered item

A parcel is classified as lost if it has not arrived at it's destination 15 working days after postage for UK parcels and 25 working days for International parcels.

Please note - to allow us to contact the domestic postal service involved we MUST be notified via this form of any undelivered parcel within 60 days. Any undelivered parcel report submitted later than 60 days from posting date will not be accepted by us as we will be unable to ask the domestic postal service involved to investigate on our behalf so long after the parcel has been sent.

e-parcels.com are not liable for any items reported as being damaged on arrival as we are unable to claim against the domestic postal service involved.

The maximum amount of compensation payable by us will not exceed 5% of the customer's total invoice amount. Compensation claims will be processed on a monthly basis.

Please use the Report an undelivered parcel form to make a compensation claim.