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
  • destination address of parcel
  • date parcel sent to e-parcels.com
  • contents of parcel
  • proof of cost price of parcel contents, excluding VAT

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.

To claim compensation from Royal Mail, documentary evidence of proof of cost price (excluding VAT) must be supplied along with your claim. Without this evidence, we are unable to submit the claim to Royal Mail on your behalf.

A claim for a lost/undelivered parcel must be submitted to e-parcels.com within 90 days of despatch so that we can forward this onto the Royal Mail within the required timeframe.

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.

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