Parcel from UK Lost — How to Claim Compensation

Step 1 — File a Tracer Request With the Courier

A tracer request is a formal investigation by the courier to locate your parcel. It is the necessary first step before a compensation claim can be made. Do not skip this step.

When can you declare a parcel lost?

Couriers do not immediately classify a parcel as lost — there are official waiting periods before a compensation claim is accepted. Approximate timelines:

• DHL Express: parcel can be declared lost after 7 calendar days from the last tracking update; tracer investigation takes up to 10 business days.
• UPS: tracer request after 24 hours with no update; investigation up to 8 business days.
• FedEx: tracer after 5 business days with no update.
• Royal Mail / Parcelforce: for international parcels to Poland, Royal Mail defines a parcel as lost after 25 business days from the date of posting. Tracer request can be filed after this period.
• DPD: tracer after 5 business days.

File the tracer request as soon as the relevant waiting period has passed. Do not wait — delayed filings can result in compensation being reduced or refused.

How to file a tracer request

Contact the courier through their official claims or customer service portal. You will need: the tracking number, date of dispatch, sender details, recipient address, description of contents, and declared value. For most couriers, tracer requests can be filed online. The courier investigates by checking sorting facilities, customs warehouses, and delivery records. If the investigation confirms the parcel is lost, you will receive a written confirmation — keep this document, as you will need it for the compensation claim and potentially for a seller refund or chargeback.

What if the parcel is in customs but tracking has stopped?

If tracking last showed 'customs clearance in progress' and has not updated for more than 10 business days, the parcel may not be lost — it may be on customs hold (see our guide on parcels stuck in customs). Before filing a tracer, contact the courier's customs team and ask specifically whether the parcel is at a customs facility. If it is confirmed to be held at customs, follow the customs hold resolution process rather than a lost parcel claim. Easy Clearance can contact customs on your behalf: WhatsApp +44 7404 091503.

Step 2 — Contact the Seller and Initiate a Refund or Resend

The seller is legally responsible for ensuring the goods arrive at the agreed delivery point. Under Consumer Rights Act 2015 (for purchases from UK sellers) and standard e-commerce consumer protection principles, risk of loss remains with the seller until you take physical possession.

Seller's responsibility for non-delivery

Under Consumer Rights Act 2015 (applicable to purchases from UK-based sellers), if your order does not arrive, you are entitled to: (1) a replacement delivery, or (2) a full refund including original delivery cost. The seller cannot refuse a refund on the grounds that the courier is responsible — the seller's contract is with the courier, not yours. Contact the seller and state clearly: "My order has not been delivered. The tracking shows [last status]. I have filed a tracer request with the courier. Under the Consumer Rights Act 2015, I am requesting a full refund / replacement shipment."

Most reputable UK retailers (ASOS, John Lewis, Marks & Spencer, Next) will process a refund or resend without requiring the loss to be formally confirmed — especially for lower-value orders. For higher-value orders, they may ask you to wait for the courier's tracer investigation to complete.

Chargeback — the fastest route to a refund

If the seller is unresponsive or refuses to help, contact your bank or card issuer and initiate a chargeback. Under Visa and Mastercard scheme rules, you can dispute a transaction where goods were paid for but not delivered. Timeline: typically 120 days from the transaction date (check with your bank — some allow longer). Required evidence: proof of purchase, tracking history, tracer request confirmation or courier's confirmation of non-delivery, and evidence of your attempts to contact the seller. The bank reclaims the money from the seller's bank. This does not require the seller's cooperation.

PayPal Buyer Protection

If you paid via PayPal, open a dispute in the PayPal Resolution Centre within 180 days of the transaction. Select 'Item Not Received'. PayPal will contact the seller and, if delivery cannot be confirmed, will refund you in full including original shipping cost. Important: do not open a chargeback with your bank and a PayPal dispute at the same time — PayPal will close the case if they detect a parallel chargeback. Choose one route and pursue it. PayPal disputes typically resolve within 10–15 business days.

Step 3 — Compensation From the Courier

In addition to a refund from the seller, you may also be entitled to separate compensation from the courier for the loss. The two claims are independent.

Standard courier compensation limits

Each courier publishes its liability limits for lost parcels. Standard limits (per parcel, without additional insurance):

• DHL Express: up to the lower of declared value or 100 SDR (approximately £105) per shipment.
• UPS: up to £50 per parcel for standard services; higher for insured shipments.
• FedEx: up to £50 standard; declared value surcharge available.
• Royal Mail / Parcelforce: up to £100 for standard tracked international service; up to £2,500 for Special Delivery Guaranteed.
• DPD: up to £50 standard; up to £1,500 for high-value declared cover.

If the value of your goods exceeds the standard limit, check whether you or the sender purchased additional declared value cover at dispatch. Compensation above the standard limit requires proof of value (original purchase invoice).

POSTRS — Alternative Dispute Resolution for postal services in the UK

If Royal Mail or Parcelforce refuses your compensation claim or you disagree with their offer, you can escalate to POSTRS (Postal Redress Service) — the UK's approved ADR scheme for postal services. POSTRS can award compensation up to £5,000. The process is free and available online at postrs.org.uk. You must first exhaust the courier's internal complaints procedure before POSTRS will accept your case. POSTRS only covers Royal Mail and its subsidiary Parcelforce — for other couriers (DHL, UPS, FedEx, DPD), use the courier's internal complaints process and then the county court (for UK-based senders) or your consumer rights body.

Do not pay duty on a lost parcel

If customs sends a duty demand for a parcel that has been confirmed lost (or that you never received), do not pay. You cannot legally owe import duty on goods that never reached you. Instead: write to the customs authority (in Poland: the relevant Customs-Revenue Office / Urząd Celno-Skarbowy) and provide the courier's confirmation of non-delivery. Request cancellation of the customs debt. If a duty was already paid before you knew the parcel was lost, you are entitled to a full refund of the duty under Article 116 of the Union Customs Code (Regulation EU 952/2013). Easy Clearance can assist with this correspondence.

What the current rules say

If your parcel from the UK is lost: do not pay any customs duty demand for goods you never received; file a tracer request with the courier (timelines vary: DHL 7 days, Royal Mail 25 business days); contact the seller for a refund or replacement; use chargeback (120 days) or PayPal Buyer Protection (180 days) if the seller is unresponsive. Courier compensation is limited to declared value or scheme maximums — POSTRS handles disputes with Royal Mail. Easy Clearance can assist with duty cancellation correspondence. This article reflects the legal position as of 2026-04-18.

FAQ — frequently asked questions

If my parcel from UK is lost, do I have to pay the customs duty?

No. You cannot legally owe customs duty on goods you never received. If you receive a duty demand for a lost parcel, write to the customs authority with the courier's non-delivery confirmation and request cancellation. If duty was already paid before the loss was confirmed, you are entitled to a refund under Art. 116 of the Union Customs Code.

When is a parcel officially considered lost?

Timelines vary by courier: DHL Express — after 7 days with no tracking update; Royal Mail/Parcelforce — after 25 business days for international shipments; UPS — after completing an 8-business-day tracer investigation with no result; DPD — after 5 business days. File a tracer request as soon as the relevant period passes.

Who is responsible for a lost parcel — the courier or the seller?

Both can be liable, on different grounds. The seller is liable to you (the buyer) for non-delivery under Consumer Rights Act 2015 — they must refund or resend. The courier is liable to the sender (the seller) under the carriage contract. Your quickest route to a refund is usually via the seller or a chargeback through your bank.

How long do I have to claim compensation for a lost parcel?

For a chargeback: typically 120 days from the transaction date (check with your bank). For PayPal Buyer Protection: 180 days. For courier compensation claims: usually 28–60 days from confirmation of loss, depending on the courier's terms. Do not delay — missed deadlines mean the claim is forfeit.

What is POSTRS and can it help me?

POSTRS (Postal Redress Service) is the UK's approved Alternative Dispute Resolution scheme for postal disputes. It can award up to £5,000 compensation. It covers Royal Mail and Parcelforce only — not DHL, UPS, FedEx or DPD. You must exhaust Royal Mail's internal complaints process first. Apply at postrs.org.uk.

Official sources

• Consumer Rights Act 2015 — legislation.gov.uk
• POSTRS — Postal Redress Service — POSTRS
• Union Customs Code — Regulation (EU) 952/2013 — EUR-Lex