How to get a refund for a lost or damaged DPD parcel
If you paid DPD directly to send a parcel that was lost or damaged, you have clear rights. Don't let them fob you off. This guide helps you understand your entitlements and pursue a refund effectively.
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If you contracted directly with DPD to send a parcel, your agreement is covered by the Consumer Rights Act 2015. This states that services must be performed with reasonable care and skill. If DPD loses or damages your parcel, they have failed in their service. You are entitled to a refund or compensation for your loss, typically up to the value declared or their standard liability limits, unless you purchased additional insurance.
Step by step
- 1Gather all evidence, including your DPD tracking number, proof of purchase for the item, its value, and any photos of damage to the parcel or contents.
- 2Contact DPD directly as the sender to initiate a claim. Use their online claims portal or customer service, clearly stating your parcel was lost or damaged and providing all evidence.
- 3If DPD rejects your claim or offers insufficient compensation, escalate your complaint through their internal complaints procedure. If still unresolved, you can refer the dispute to an Alternative Dispute Resolution (ADR) scheme if DPD is a member.
- 4If you paid for the DPD service by credit card, consider initiating a Section 75 claim if the service cost over £100 and DPD is in breach of contract. For debit card payments, a chargeback may be an option through your bank.
What they'll say, and your comeback
“The item wasn't packaged correctly.”
Comeback, I used appropriate packaging suitable for the item and its journey, as per industry standards and your guidelines. The damage occurred under your care during transit.
“You didn't take out sufficient insurance for the item's value.”
Comeback, I declared the value accurately, and your terms state liability up to that amount or your standard limit. I expect compensation in line with our agreement.
FAQ
Who is responsible if a retailer used DPD and my parcel is lost or damaged?
If you bought something online and the retailer used DPD, your contract is with the retailer. They are responsible for ensuring your goods arrive safely and undamaged. You should claim a refund or replacement directly from the retailer, not DPD.
How long do I have to make a claim with DPD?
DPD's terms generally require you to report damage within 14 days of delivery and loss within 28 days of the expected delivery date. Always check their latest terms and conditions for exact timeframes.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.