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Can I make a claim for my parcel?
To open a claim you must be the contract holder with Parcel2Go, no one else can open a claim on your behalf.
If you did not purchase Parcel Protection when placing your order, you may still be eligible for a refund on the parcel’s carriage costs.
We're sorry your parcel has arrived damaged. We class damage to a parcel as damage to the parcel contents, not damage to the box or packaging the parcel was sent in.
To be eligible for a damage claim:
- You must notify us within 14 days of delivery.
- The item you sent must not appear on our prohibited items list.
If you're the recipient
- We strongly recommend that you retain any damaged item(s) as well as the parcel packaging until any claim is settled.
- Please contact the sender. They will contact us to make enquiries on your behalf.
If you're the sender
- Click here to enter the details of your parcel, and follow the on-screen instructions.
Please note: We will require photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.
If you believe that the parcel you sent might have been lost in transit, we advise that you check whether or not your parcel has passed it’s expected delivery date.
You can find your estimated time of delivery here.
To be eligible for a loss claim:
- You must notify us within 28 days from when the parcel was collected or received by us.
- The item you sent must not appear on our prohibited items list.
If you're the recipient
- Please contact the sender if you have not received your parcel within the estimated delivery date. They will contact us to make enquiries on your behalf.
If you're the sender
- If your parcel is past its expected delivery date, you can contact us to open an enquiry.
- Click here to enter the details of your parcel, and follow the on-screen instructions.
You may be entitled to compensation if your parcel has arrived damaged with some contents missing.
To be eligible for a Part Loss claim:
- You must notify us within 14 days of delivery.
- The item you sent must not appear on our prohibited items list.
If you're the recipient
- Please contact the sender. They will contact us to make enquiries on your behalf.
If you're the sender
- Click here to enter the details of your parcel, and follow the on-screen instructions.
Please note: We will require photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.
We're sorry to hear your parcel has not been received as expected.
To be eligible for a loss claim:
- You must notify us within 28 days from when the parcel was collected or received by us.
- The item you sent must not appear on our prohibited items list.
If you're the recipient
- Please rule out the possibilities suggested here.
- Please contact the sender. They will contact us to make enquiries on your behalf.
If you're the sender
- Before engaging in a claim/enquiry please ask the recipient to rule out the possibilities suggested here.
- Click here to enter the details of your parcel, and follow the on-screen instructions.
If you're the recipient
We're sorry to hear your parcel has not been received as expected.
- Please contact the person who booked the order with Parcel2go.com to resolve this issue.
- The account holder will need to contact us to open an enquiry.
If you're the sender
If your customer has received a different parcel to what was sent we'll need to open an enquiry to investigate further.
- To start the enquiry process you’ll need to speak with a member of our Live Help team. To chat with an agent Click here
If you selected Delivery Guarantee during booking and your parcel was delivered later than the pre-agreed date you can claim a refund of your carriage costs.
Click here for further information.
Please note: Enquiries can take between 7 and 14 working days to be completed and the contract holder will be updated via e-mail.