Welcome to Parcel Post Depot - Claims Procedure

Parcel Post is committed to customer satisfaction and quality service. Despite the best efforts of the first-rate courier companies we use, occasionally a parcel will be lost or damaged during delivery. If this happens, the sender must submit a claim within 5 days of sending the parcel.

  • What cover does my consignment have?
  • On Parcelpostdepot.co.uk parcel delivery services, free compensation cover for loss and damage up to the value of £100 is insured via Parcel Force. Via City-Link liability is £5.00 per K, via Yodel is up to £50.00 Parcel Post Depot offer Goods In Transit Insurance whilst in Parcel Post Depots posession up to the value of £25,000.
  • Do I sign for goods if they are damaged?
  • If the parcel is damaged, please sign to accept it but note that it is damaged. If the parcel is accepted in good condition, it is not possible to process a claim.
  • Under what circumstances am I unable to make a claim?
  • There are some exclusions which prevent you from making a claim. For example, you will be unable to claim for any items on our prohibited items or no compensation items lists, or if the item was not boxed or packaged adequately.
  • How do I make a claim?
  • If a parcel has been damaged or has failed to arrive at its destination and declared lost, the sender must complete a Damaged Goods Claim form and submit it with the following supporting information. This will enable us to process a claim efficiently Claim Procedure Guide and submit it with the following supporting information. This will enable us to process a claim efficiently.
  • For ALL claims we require:
  • 1. An invoice, receipt or purchase order showing the value of the consignment, this proof of value should indicate the parcel contentís cost value minus VAT and profit margin, not the sale value.
  • 2. The documentation left at the collection point by the driver (the Customer Manifest or Airway Bill).
  • For lost parcel claims, we also require:
  • 3. Written confirmation from the receiving party that they have not received the item. If this is not submitted with the claim, the claim will be refused.
  • For damage claims, we also require:
  • 4. Photograph(s) of the damaged item(s). Please note that damaged item(s) should be retained for inspection or salvage.
  • 5. Photograph(s) and a description of the internal and external packaging used. Packaging must be adequate to avoid rejection of a claim. Please retain packaging during the claims process in case the goods need inspecting with the packaging.
  • Please do not delay submitting your claim. If you are unable to send photographic evidence immediately, you are advised to submit your claim as soon as possible without photograph(s). Please ensure we receive the photograph(s) within 5 days of the initial claim submission.
  • How much time do I have to submit a loss or damage claim?
  • All claims are subject to the following submission (not notification) deadlines:
  • Damage - 7 days from the date of despatch.
  • Part Loss - 7 days from the date of despatch.
  • Loss - 14 days from the date of despatch.
  • Claims received after these deadlines will not be considered. We process claims as quickly as possible.
  • Where do I send my claim?
  • Claim forms, accompanied by the information listed above, should be sent or emailed to:
  • Parcel Post Depot Claims Department
  • Prospect House
  • 3, Lancaster Road
  • Cressex Business Park
  • High Wycombe
  • HP12 3NN
  • Before submitting any claims please ensure you can provide the following required forms of evidence otherwise the claim may not be accepted:

    LIMITS OF LIABILITY

    Unless otherwise stated in writing or extra insurance is purchased the limits of liability are: £100 per consignment via DHL if the consignment is less than 50kg and £2 per Kg if the consignment is greater than 50kg. Via City-Link, liability for any damage to or loss of the goods, however it arises, will be limited to whichever is the less of, £10 for every kilogramme of the gross weight (or volumetric weight if we charge by this measure) of your goods (rounded up to the nearest kilogramme). Neither Parcel Post Depot Ltd or subsequent Carriers it uses, are not liable for any prohibited items. The carrier reserve the right to replace or repair damaged items if practical.

    In no circumstances will Parcel Post Depot Ltd have any liability for, any loss of or damage to profit, turnover, income, goodwill, expected savings, information (or data) or use; or any indirect or consequential loss or damage of any kind such as, but not limited to any interest, costs, extra charges or costs of repackaging and resending your goods and so on.

    CLAIM NOTIFICATION PERIODS

    All claims must be notified in writing (E-mail or Fax) within a contracted timeframe. The initial claim notification advices us of your intention to claim. This is followed by proof of loss, proof of damage and proof of value.

    Should you require clarification on any of the above please contact Customer Claims on 08456 49 49 49
     

    The walk in parcel depot simply allows you to bring your parcel into us and we will deliver your parcel, it is as simple as that. Parcels can be dropped off at:

    Parcel Post Depot Ltd, 3 Prospect House, Lancaster Road, Cressex Industrial Estate, High Wycombe, Bucks, HP12 3NN

    For Drop off Centre, please click here: Contact the Depot