Parcel sending advice

On the programme on Monday 4 May 2026, we investigated the performance of parcel delivery firms.

Kat Cereda from consumer group Which? had this advice if something goes wrong when sending a parcel.

• If you’re sending via courier, you’ll need to provide the evidence yourself to prove your entitled to compensation – so take photos and keep your paperwork until it’s safety been delivered.
• Check how much insurance coverage is included. Sometimes the maximum amount of compensation included is low – so consider paying for extra insurance cover that may be offered by the courier.
• Some categories of items aren’t covered at all if they get lost or damaged – check terms and conditions across different providers to make sure you’re informed.
• If you’re not satisfied with a parcel company’s response if an item you’ve sent is lost or damaged, escalate a complaint formally to the company, using its complaints process.

Receiving a parcel? Remember, if a package you’ve ordered from a retailer is damaged or lost by a delivery company, you should complain to the retailer. Your contract is with the company you ordered from, not the courier service the company used to get it to you.