For e-commerce businesses, navigating courier claim timelines is essential when handling lost, delayed or damaged parcels.
Each courier operates under specific policies for both domestic (UK) and international shipments. Below is a detailed guide to help you understand when and how to file claims with Royal Mail, DHL, and DPD.
📮 Royal Mail
UK (Domestic Shipments)
Loss Claims: Must be submitted within 80 calendar days from the date of posting.
Damage Claims: Should be submitted as soon as possible with supporting documentation.
Response Time: Royal Mail typically responds to domestic claims within 30 calendar days.
International Shipments
Non-Delivery: Claims can only be made after 20 working days for European destinations or 25 working days for the rest of the world.
Deadline: Claims must be submitted within 6 months of the posting date.
Resolution Time: International claims may take up to 90 days to process.
🚚 DHL (Express and eCommerce)
UK and International – DHL Express
Claim Submission: Must be filed within 30 days from the shipment acceptance date.
Resolution Time: DHL Express generally responds within 10 working days of receiving the claim.
DHL eCommerce (Domestic UK Services)
Damage Claims: Notification must be made within 14 days of shipping.
Missing Parcels: Claims must be initiated within 28 days.
Documentation: Once a claim is initiated, supporting documents must be uploaded within 21 days of the delivery or due date.
🚛 DPD
UK and International Shipments
Claim Notification: Claims must be submitted within 14 days of shipping.
Platform-Specific Note: For example, Shopify users are advised to submit claims within 10 days.
Regional Variations: Some countries (e.g., Czech Republic) require claim initiation within 7 days of the expected delivery date.
Documentation: Required documents must be provided within 14 days once the claim investigation begins.
Resolution Time: DPD generally processes claims within 30 days after receiving all necessary documentation.
📝 Summary Table
Courier | UK Claims | International Claims | Decision Timeline |
Royal Mail | Loss: 80 days; Damage: ASAP | Delay: 20–25 working days; Submit by 6 months | 30 days (UK), 90 days (Intl) |
DHL Express | Submit within 30 days of acceptance | Same as UK | ~10 working days |
DHL eCommerce | Damage: 14 days; Missing: 28 days | Same as UK | Based on policy |
DPD | Notify within 14 days; Docs in 14 days | Same, but may vary by country (e.g. 7 days) | Up to 30 days |
Tips for E-commerce Sellers
Act Quickly: Delays in submitting claims can void compensation eligibility.
Document Everything: Keep all tracking details, proof of postage, and photos of damaged goods.
Watch for Regional Differences: Especially with international shipments or country-specific rules.
Understanding these timelines helps streamline your claims process and ensures your business stays protected when shipping both locally and globally.
Please contact us through Livechat or your Account Manager if you have any questions! 🙂