Introducing 
UK Mail has a compensation scheme which allows businesses to claim refunds in the case of events like delayed package, lost package and damaged package.
Claiming UK Mail compensations regularly can help your business to easily save up to 20% on your overall shipping spend.
Not only that, monitoring and claiming refunds regularly help you receive better performance from shipping carriers which results in successful last mile deliveries.
Service errors eligible for
UK Mail Claims include
- Late Delivery
- Damaged Shipment
- Lost Shipment
UK Mail refunds policy for businesses
UK Mail’s aim is to be both reasonable and fair in dealing with the loss of, or damage to Consignments. Where the loss or, or damage to is shown to be the fault of UK Mail, it will pay compensation in line with the terms and conditions of carriage (the “Conditions”) with respect to the standard liability framework and where you have purchased extended cover. Where the loss of, or damage to a Consignment is not UK Mail’s fault, then your course of action is against the person who is at fault.
It is therefore crucial that where a Consignment is lost or damaged, it is reported to UK Mail as quickly as possible without delay. Timely reporting allows UK Mail to:
- take remedial action; and/or
- investigate the matter and trace the trail left by the Consignment whilst recollections are fresh and the trail is still warm. Failure to report in a timely manner will prejudice any investigation or the chances of finding your Consignment(s), and may also invalidate your claim.
In accordance with the Conditions, UK Mail will only be liable for loss or, or damage to Consignments if you notify us:
- within 3 Working Days of the date of delivery, where the proof of delivery has been signed without any endorsement to the effect that the Consignment was received as damaged, or there was a shortage; or
- within 7 Working Days of the due date of delivery if the whole Consignment has been lost; or
- within 7 Working Days of the date of delivery in all other cases (e.g. where there has been an endorsement of damage or shortage on the proof of delivery); and
- you submit a written claim to us within 21 Working Days of the date of the letter accompanying the claim form which we will send out to you once you have notified us of your claim.
For the purposes of calculating the numbers of Working Days referred to in the bullet 3, the first Working Day is the date of delivery in the case where delivery has been fully or partially carried out. In the event of complete loss, the first Working Day will be the date of due delivery, and in relation to submitting the claim form, the first Working Day will be the date of the letter which accompanied the claim form.
Failure to comply with the time limits set out in the bullet 3 shall invalidate your claim and you acknowledge you will have no further recourse against UK Mail in respect of such claim, because you recognise that there is a claims process but for whatever reason, you have not followed it.
Before submitting claims, please ensure you can provide the following required forms of evidence otherwise the claim cannot be accepted:
- Number of damaged or lost items
- Total consignment weight
- Weight of damaged or lost items
- Description of goods
- Details of damage sustained
- Value of consignment
- Value of items damaged including copies of invoices where applicable
- Goods and packing to be available for inspection (damaged items only)
- Claims
-
UK Mail’s aim is to be both reasonable and fair in dealing with the loss of, or damage to Consignments. Where the loss or, or damage to is shown to be the fault of UK Mail, it will pay compensation in line with the terms and conditions of carriage (the “Conditions”) with respect to the standard liability framework and where you have purchased extended cover. Where the loss of, or damage to a Consignment is not UK Mail’s fault, then your course of action is against the person who is at fault.
It is therefore crucial that where a Consignment is lost or damaged, it is reported to UK Mail as quickly as possible without delay. Timely reporting allows UK Mail to:
- take remedial action; and/or
- investigate the matter and trace the trail left by the Consignment whilst recollections are fresh and the trail is still warm. Failure to report in a timely manner will prejudice any investigation or the chances of finding your Consignment(s), and may also invalidate your claim.
- Limitations
-
In accordance with the Conditions, UK Mail will only be liable for loss or, or damage to Consignments if you notify us:
- within 3 Working Days of the date of delivery, where the proof of delivery has been signed without any endorsement to the effect that the Consignment was received as damaged, or there was a shortage; or
- within 7 Working Days of the due date of delivery if the whole Consignment has been lost; or
- within 7 Working Days of the date of delivery in all other cases (e.g. where there has been an endorsement of damage or shortage on the proof of delivery); and
- you submit a written claim to us within 21 Working Days of the date of the letter accompanying the claim form which we will send out to you once you have notified us of your claim.
For the purposes of calculating the numbers of Working Days referred to in the bullet 3, the first Working Day is the date of delivery in the case where delivery has been fully or partially carried out. In the event of complete loss, the first Working Day will be the date of due delivery, and in relation to submitting the claim form, the first Working Day will be the date of the letter which accompanied the claim form.
Failure to comply with the time limits set out in the bullet 3 shall invalidate your claim and you acknowledge you will have no further recourse against UK Mail in respect of such claim, because you recognise that there is a claims process but for whatever reason, you have not followed it.
- Exceptions
-
Before submitting claims, please ensure you can provide the following required forms of evidence otherwise the claim cannot be accepted:
- Number of damaged or lost items
- Total consignment weight
- Weight of damaged or lost items
- Description of goods
- Details of damage sustained
- Value of consignment
- Value of items damaged including copies of invoices where applicable
- Goods and packing to be available for inspection (damaged items only)
Explore refund claims for more carriers.
4 reasons your business needs an automated claims process
Automatic UK Mail invoice audit
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Save up to 20% on shipping spend
The system will automatically submit UK Mail claim for eligible failures which instantly reduces your shipping spend up to 20%
Actionable Reports
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Increase in performance
Filing regular claims and consistently holding shipping carriers accountable for their performance promises usually brings a noticeable improvement in the service you receive from them.
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Frequently Asked Questions about UK Mail refund claims
Yes, UK Mail promises on-time delivery for various service types including late, damaged and lost parcels.
The UK Mail claim process might take an average of 2-3 weeks depending on the service error.
Check out for manual claims here. To have an automated claim process Sign Up with LateShipment.com and automatically file claims for eligible refund.
No, only the shipper can request a refund claim.
