How to File a Parcel Claim — Damaged or Lost Shipment Guide

A damaged or missing parcel is frustrating — but a successful claim depends almost entirely on two things: speed and documentation. Most claims that fail do so not because they are invalid, but because the deadline was missed or there was insufficient evidence. This guide walks through the exact steps, carrier by carrier.

1. Deadlines — the most important numbers

Every carrier operates under its own terms, but international norms (UPU, CMR) set these minimum deadlines:

• Damaged parcel: file within 3 working days of delivery. If you accept the parcel without noting damage and report it 4 days later, the carrier has grounds to reject the claim.
• Lost parcel: file after the guaranteed delivery time has elapsed plus one day, no later than 30 days from expected delivery.
• Delayed parcel (express services): DHL Express, UPS, and FedEx guarantee delivery times. If the deadline is missed, you may be entitled to a shipping cost refund — see the carrier’s money-back guarantee terms.

The carrier’s legal deadline to process your claim: 30 days from submission. In practice, most major carriers respond in 7–14 days.

2. What to prepare before filing

Without these, your claim will fail or be significantly reduced:

• Tracking number — from your booking confirmation or dispatch email
• Photographs — outer packaging from all angles (scratches, holes, crushing), inner packaging and padding, damaged contents. Take these immediately on receipt, before unpacking. The more photos, the better.
• Proof of item value — original invoice, receipt, or online order confirmation showing the purchase price. For privately owned items (not a purchase), a written declaration of market value with supporting comparables.
• Proof of dispatch — drop-off receipt, booking confirmation email, or the carrier’s SMS notification

3. How to file — carrier by carrier

DHL Express

Go to dhl.com → Customer Service → File a Claim. DHL’s online claim form accepts photo uploads. DHL has dedicated insurance and claims teams — resolution is typically faster than smaller carriers, often 5–10 days.

UPS

Log in to ups.com → Support → Claims. You can file for both domestic and international shipments. UPS requires the shipper to file (not the recipient) — if you received a damaged parcel from a shop, contact the shop first.

FedEx

Go to fedex.com → Support → Manage Claims. Similar to UPS — the shipper files the claim. FedEx provides a claim tracking portal where you can monitor status.

GLS

Use the contact form at gls-group.com → Contact → Claim, or contact your local GLS customer service directly. GLS requires the tracking number, photographs of packaging and contents, and the value declaration.

Eurosender

If you booked through Eurosender, file via their customer portal at eurosender.com → Support. Eurosender acts as the intermediary between you and the underlying carrier — they handle the process end to end.

National postal services (Royal Mail, Deutsche Post, La Poste, etc.)

Each national postal service has its own claim procedure, typically via their website’s customer support section. For Royal Mail (UK): royalmail.com → Claims. For Deutsche Post / DHL Paket: dhl.de → Service → Schadensmeldung. Response times are generally slower than express carriers — allow up to 30 days.

4. How to handle a damaged parcel at the door

If a parcel is visibly damaged when the courier delivers it:

1. Note the damage on the delivery receipt before signing — write “Parcel accepted with visible packaging damage” on the delivery slip. Sign with the note added.
2. Photograph the outer packaging before the courier leaves.
3. Open the parcel in front of the courier if possible and document the contents.
4. Ask the courier to note the damage in their system.
5. File the claim the same day, or at most within 3 working days.

If you accept a parcel without noting damage and discover it later, you still have 3 working days — but the burden of proof is higher. Photographs immediately after opening are essential.

5. Maximum compensation — what you can expect

Compensation is always calculated from the proven market value at time of dispatch, not from the amount you claim. An invoice or purchase receipt is the most direct evidence.

6. If the carrier rejects your claim or doesn’t respond

Two escalation paths:

• National postal regulator — in the UK, Ofcom handles Royal Mail disputes; the Postal Redress Service (POSTRS) handles other carriers. In Germany: Bundesnetzagentur. In the Netherlands: ACM. In Belgium: BIPT. These are free to use and can mandate compensation.
• European Small Claims Procedure — for cross-border disputes within the EU, up to €5,000, without a lawyer. Available at e-justice.europa.eu.

7. Claim letter templates — copy and fill in

Most carriers prefer online forms, but for escalation to a regulator or when dealing with a freight intermediary, a written claim letter is useful. Copy the relevant template below, fill in the brackets, and send by registered post or email with read receipt.

Subject: Claim for Damaged Parcel — Tracking No. [TRACKING NUMBER]

[City, Date]

Sender: [Full name / company name]
        [Address]
        [Email, phone]

Addressee: [Carrier name]
           [Customer service address]

Dear Sir/Madam,

On [date of dispatch] I sent a parcel with tracking number [TRACKING NUMBER] addressed to [recipient name], [recipient address].

I received the parcel on [delivery date]. Upon receipt / after opening I found the following damage:

[Description of damage — what was damaged and how]

Enclosed:
- Photographs of damaged outer packaging (Attachment 1)
- Photographs of damaged contents (Attachment 2)
- Proof of item value — invoice or receipt (Attachment 3)
- Proof of dispatch — receipt or dispatch confirmation email (Attachment 4)

The value of the demonstrated damage is [AMOUNT] EUR. I request full compensation or reimbursement for repair or replacement of the damaged item.

I request that this claim be resolved within 30 days of receipt of this letter, in accordance with your terms and conditions.

Yours sincerely,
[Full name]
[Signature]

Subject: Claim for Lost Parcel — Tracking No. [TRACKING NUMBER]

[City, Date]

Sender: [Full name / company name]
        [Address]
        [Email, phone]

Addressee: [Carrier name]
           [Customer service address]

Dear Sir/Madam,

On [date of dispatch] I sent a parcel with tracking number [TRACKING NUMBER] addressed to [recipient name], [recipient address].

The expected delivery date was [date]. The parcel has not been delivered and tracking has shown no activity since [date of last update].

Enclosed:
- Proof of dispatch — receipt or confirmation email (Attachment 1)
- Screenshot of tracking history (Attachment 2)
- Proof of item value — invoice or receipt (Attachment 3)

The value of the parcel contents is [AMOUNT] EUR. I request full compensation or immediate tracing of the parcel and confirmation of delivery.

I request that this claim be resolved within 30 days of receipt of this letter, in accordance with your terms and conditions. Should this not occur, I reserve the right to escalate to the relevant national postal regulator or seek legal remedy.

Yours sincerely,
[Full name]
[Signature]

8. How to avoid problems in the first place

• For parcels worth over €200, add declared-value insurance at booking — see the valuable parcel guide
• Pack correctly — see the packaging guide
• Always keep your dispatch confirmation or drop-off receipt
• Photograph contents before sealing the box — just in case

Summary

Don’t delay — 3 working days for a damaged parcel is very short. The key is fast documentation (photographs immediately on receipt) and complete evidence (invoice, tracking number, dispatch receipt). Every major carrier has an online claim form; the legal processing deadline is 30 days. If the carrier doesn’t cooperate, escalate to the national postal regulator — it is free and effective.