Your rights when parcels go missing

Damaged parcel

Have you shopped online only to find your parcel dumped in the recycle bin, left out in the rain or thrown over a fence? if so, you're not alone.

Here at Moneywise HQ, we're inundated with letters from frustrated readers who have been caught out by delivery companies. Many report deliveries failing to turn up, items damaged in transit, or packages left in unsafe places. We also hear about problems sending an item – through eBay sales, for example – and confusion about the raft of parcel and courier companies keen to win your business.

In either case, getting hold of companies when things go wrong can prove frustrating, with readers reporting that retailers, parcel companies and third-party brokers frequently blame each other.

 

The rise of online shopping has led to an increase in the number of parcel delivery companies. But, crucially, unlike the Royal Mail, these companies are unregulated.

Royal Mail is what's called the 'designated universal service provider'. This means it's subject to strict conditions set down by ofcom, the regulator. These include delivering to every UK address six days week, at affordable and uniform prices. The rules mean Royal Mail is routinely undercut by private parcel delivery and courier firms, which have no such conditions to stick to.

Receiving a parcel

If you order something online, you tend to be stuck with the parcel company the retailer uses. There are plenty for the retailer to choose from including Yodel, Hermes, TNT, DHL and Parcelforce.

Most big retailers will use a couple of different companies but there's no definitive list of which retailers use which firms. Most retailers don't even tell you which company is delivering the parcel – you simply find out when the parcel turns up or a card arrives through your door.

So what are your rights?

If your parcel doesn't turn up, or is late, your first port of call should be the retailer as this is who has the relationship with the courier or parcel company. By law, goods should be delivered within a 'reasonable time'. What's reasonable will depend on the type of goods and the original estimate for delivery.

When it comes to problems with deliveries – say a parcel has gone missing or the contents is damaged – you will have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations, which came into force in June 2013 and replaced the Distance Selling Regulations.

Under the Consumer Rights Act, when you buy goods from an online retailer, they are responsible for the goods until you receive them. So if the courier loses the goods you ordered or they are damaged, the retailer is responsible for putting things right, not the courier.

If you paid for a timed delivery – for example, the next day – and your parcel is late, you're perfectly entitled to ask for a refund of the money you paid for faster delivery.

Similarly, if the consumer told the retailer before the contract was entered into that delivery within an agreed timeframe was essential, then the consumer can cancel the order and ask for a refund.

 

Sending parcels

If you want to send a parcel you have three main choices: Royal Mail, going direct to a courier or delivery company, or using a third-party broker.

Companies such as Parcel Monkey, Parcel Hero, MyParcelDelivery.com, and P4D.co.uk are all parcel brokers. They sell various pick-up and delivery options nationwide such as same day, next day, and 48 hours from all the major courier and parcel companies. You can compare the rates offered by parcel brokers at DeliveryQuoteCompare.com.

Daniel Parry, its managing director, says: "There aren't actually that many parcel companies. I think what causes this perception is the proliferation of online parcel brokers. Parcel brokers are essentially re-sellers; a re-seller will have an account with the main parcel companies and then re-sell the service to smaller, ad hoc customers."

There's certainly money to be saved by using a broker. For instance, using broker Parcelmonkey.co.uk to courier a 10kg package from south-east London to Brighton, for next day delivery, can cost as little as £5.95 with DPD if you drop your parcel off. Have it collected, and you will pay £13.02 with Parcelforce 24 (the parcel arm of the Royal Mail).

Five cheapest ways to send a 20kg parcel, measuring 15x15 x5cm from London to Manchester using P4D.co.uk

CARRIER PRICE COLLECTED OR DROPPED OFF ARRIVAL
Parcel-force 48 £11.99 inc. VAT Collected 48 hours
Parcelforce 24 £13.19 inc. VAT Collected 24 hours
Parcelforce aM £15.00 Collected Next day
UPS Express £16.19 inc. VAT Collected Next day
UPS Express Same day Collect £19.19 inc. VAT Collected Next day
 

Using Parcelforce24 (the parcel arm of the Royal Mail) via P4D will cost £13.19 or £11.99 if you use Parcelforce48.

The problem with parcel brokers is that when things go wrong, there's a third party involved. Locating a lost parcel can be time-consuming and frustrating.

Most couriers and parcel companies offer an online tracking option which, in theory, shows where your parcel is. In reality, tracking often shows messages like 'on lorry for delivery', which doesn't tell you much.

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Unhappy customers

A quick Google search shows you exactly how many customers are unhappy with the service they have recieved from couriers. 

In MoneySavingExpert.com's 2015 poll, (9,479) users voted iPost Parcels, DX and Yodel as the worst three parcel delivery services in the UK - in that order.  

Meanwhile, in our latest Moneywise poll, Yodel was voted as the worst delivery courier getting 42% of the votes (based on 404 votes).

When it comes to complaints about parcel deliveries in Moneywise’s Fight for your Rights mailbag, Hermes is the most-complained about company and Parcel Monkey also gets its fair share of complaints.

A key issue is that Parcel Monkey does not provide a telephone number; customers have to send a message via its website instead.

Dave Dowman, group operations director at Parcel Monkey, says it doesn't offer end-users a phone number in order to keep costs down. "Parcel Monkey processes in excess of 45,000 parcels each month and although we endeavour to ensure that each delivery is free from faults, due to the nature of parcel delivery our chosen carriers experience issues and mistakes are naturally made," he says. "We proactively monitor our suppliers' service levels and as an average this sits at 98.5% delivered on time."

Parry says when deliveries fail to arrive, rather than dealing with the carrier direct, consumers have to deal with the parcel broker, which in turn then has to deal with the parcel carrier. "So the service you get will only be as good as the parcel broker you use," he explains.

If you paid for a 'timed delivery' and the parcel turns up late, you'll be eligible for compensation. How much you'll receive will vary depending on the length of delay, the courier and the type of delivery you paid for. For this reason, it's best to check your entitlement to compensation before you choose a delivery option.

What you won't get is compensation for 'consequential losses'. For example, if you pay for your passport to be couriered somewhere and its failure to turn up on time means you can't board a flight, you won't be covered for the cost of the flight.

 

Tips on sending parcels

Adam Harris, marketing director of Parcel2Go, advises consumers to be particularly careful about:

  • Labelling: it is important to get the address exactly right including the postcode. This should be attached securely or written on the packaging, as labels have been known to fall off.
  • Packaging: parcels need to be packaged properly. Be prepared to provide the packaging you would expect to receive from a retailer.
  • Pick the right service: measuring the dimensions and weight is important, as if you choose a 1kg service at a low cost, then send a 2kg parcel, the courier may charge you the difference and an admin charge.
  • “I would encourage customers to buy insurance for  their parcels if they are valuable,” he adds.

 

Published: 08 July 2013
Last updated: 29 November 2016

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Comments

Please i need help interparcel misplaced my 30kg goods worth over 600 pounds goods Please how do i go about it to get my claim back.thanks

I am trying to find a parcel i sent to Hong Kong on 26th May through UKMail I have a Consignment Number but not a tracking number I paid for insurance as the goods are worth £900.00. I have been in contact with the PA of the CEo who is trying to help me. I am quite worried now that if the parcel has gone astray I will not get the value of the goods back.