My parcel arrived damaged – what should I do?

Q: My parcel arrived damaged – what should I do?

A: We apologise if you’ve received a damaged Parcel. Royal Mail does all to keep your deliveries safe and secure but if something has gone wrong, we’re here to help.

Please take pictures of the damaged parcel and the packaging content and create a ticket attaching the pictures taken.

Please note that claims on returned items for damage and part loss must be made within seven calendar days of the date of receiving, or no claim will be entertained. Royal Mail advises customers to claim as soon as possible after an event has occurred to enable enquiries to be made promptly.

Pictures of the damaged parcel and item are required for any claim.
Claims cannot be made for any cancelled repair requests and unrepaired returns.

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Customer Portal

Use the customer portal to manage your services: check repair status, view invoices, respond to tickets, and update shipping and billing details.

  • Ticket Support


    To check the status of existing repairs or review and respond to an existing Ticket please login to our Customer Portal.

  • Live Chat


    Our online chat is available 24/7.

Call Us

0330 2233 644

Please note that charges may apply depending on the terms and coverage with your phone provider.
If you are calling from outside of the UK, use the following telephone number: +44 330 2233 644

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