Royal Mail Claim Form

Changes to Special Delivery Guaranteed

In light of the changing coronavirus restrictions announced on Saturday 19 December 2020, we have made the difficult decision to make the following changes to our timed guarantees for our Special Delivery by 9am and 1pm services

  • For Special Delivery Guaranteed by 9.00am and Special Delivery Guaranteed by 1.00pm items posted on Wednesday 23 December we are suspending our delivery guarantee.
  • While we cannot currently provide a guarantee that items posted on Wednesday 23 December will arrive prior to Christmas due to the impact of the new coronavirus restrictions, we can assure you that we will be endeavouring to deliver all items as quickly as possible. We know how important this is.

We will not be able to consider claims for delay or consequential loss as a result of delay, for items posted on 23 December 2020.

Find out more at royalmail.com/coronavirus

Guaranteed times have been temporarily extended, from Monday 28 September the following guaranteed delivery times apply:

  • Special Delivery by 1pm – The guaranteed delivery time will be by 4.00pm*.
  • Special Delivery by 9am – The guaranteed delivery time will be by 11.00am*.

*postcode exceptions apply

Fee refund for delay and consequential loss (where purchased) remains available for items posted before/after Wednesday 23 December, if items are delivered outside the revised guaranteed times.

Find out more at royalmail.com/coronavirus

We’re sorry there’s been a problem, to find out how you should claim please choose from the options below:

Not received an item you bought online – who should you contact? Opens in new window

Claiming for lost or damaged items

How you claim depends on the service used, how and where the postage was paid for and/or where your item was posted:

Claiming for delayed items

Delay compensation may be available based the service used and delivery date. Find out how to claim a fee refund below:

Claiming for delayed items

Delay compensation may be available based the service used and delivery date. Find out how to claim a fee refund below:

Claiming for failure to obtain a signature

COVID-19 update: In order to protect both our people and customers as much as possible, we are minimising contact during delivery. This means we will not be handing over our hand-held devices to customers to capture signatures and we’re  unable to consider any claims for fee refunds where signatures have not been obtained for items posted after 14 March 2020.

Please note, although we obtain a signature on delivery for International Signed and International Tracked & Signed items, these are not available to view online via Track your item. For more information see our terms and conditions.

Claiming for damaged property

For damaged items of mail see the Claiming for lost or damaged items section above.

if we’ve caused damage to your property.

Providing evidence for an existing claim

If we’ve been in touch to ask for evidence for an existing claim – proof of posting / proof of value / photos of damaged item etc – the quickest way to send it is by completing our online form. You’ll need your claim reference number, this will be in the letter / email we sent.

Our compensation policies provide full details of when you can claim

Items sent in the UK:

Items sent to another country:

Royal Mail Claim Form

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