If a parcel which you have sent via e-parcels.com has not been delivered within our stipulated delivery time, then there has obviously been an unexpected postal delay affecting the delivery. We sincerely hope that the parcel arrives within the next day or so. We can only apologise if you have experienced such a delivery delay.

e-parcels.com entrusts Royal Mail to deliver tens of thousands of mail items per week to customers throughout the UK & Internationally and they do have a very good record of delivering our parcels but occasionally parcels are delayed and even sometimes lost.

To make a claim, please download one of the files below depending on whether your claim is for parcels destined for the UK or Internationally. If you need to make a claim for parcels to both destinations, please download and complete both spreadsheets.

• UK Claims Form download
• International Claims Form download

Follow the instructions in each spreadsheet and submit your claims as directed. Claims are processed on the first Friday of each month, so please ensure that you submit your claim form and all supporting proof of cost documents by that day. We will acknowledge receipt of your claims form, process each of your claims and forward them onto Royal Mail.

Once submitted, it can take up to 60 days to hear back from Royal Mail on the status of your claims and receive payment from them, at which point we will deposit the refunded amount directly into your bank account.

Please note - to claim compensation from Royal Mail, documentary evidence of proof of cost price (excluding VAT) must be supplied via email to support your claim. Without this evidence, we are unable to submit the claim to Royal Mail on your behalf. Please see the Instructions tab in each spreadsheet on how to send through proof of cost to us.

Please see our Compensation policy for undelivered parcels