If you're shipping with DPD through our carrier account and your shipment is lost or damaged, you can submit a claim to our customer support team.
| Note: If your DPD label was purchased through Shopify Shipping, start your claim with Shopify's 24/7 support instead. See Getting support or filing a claim for shipments created via Shopify Shipping for more detail. |
Loss or damaged parcels
Included insurance coverage for DPD shipments
DPD covers lost and damaged packages up to a maximum of £100, plus the associated postage fees.
If you purchased additional insurance through our third-party provider, XCover, see Packages insured by XCover in Filing a claim for a lost or damaged shipment instead.
Submit a claim for a lost or damaged DPD shipment
Submit your claim as soon as you discover a package is lost or damaged. DPD needs notice of a claim within 14 days of the shipping date, and we need time to process and route your claim to DPD before that window closes, so don't wait.
| Note: DPD won't accept claims on parcels containing liquids, alcohol, or perishable goods. Claims for late shipments aren't supported. |
To start a claim, contact our customer support team and include the following:
- A description of the contents.
For damaged packages, a description and clear photos of the damaged items and packaging:
- One photo clearly showing the damaged product.
- One photo showing the condition of the internal packaging.
- One photo showing the condition of the external packaging.
- One photo clearly showing the DPD label affixed to the external packaging.
| Note: DPD requires all four photos above. Without them, your claim won't be permitted, unless DPD disposed of the parcel rather than delivering or returning it. |
An invoice in PDF format that includes:
- Parcel tracking number
- Your name
- Customer name
- Product name
- Product quantity
- Cost of your products (what you paid for them)
- The percentage markup on the retail cost of the product
| Note: Your invoice should match your store details, customer details, and the claim amount should equal the sales price minus the listed markup. For example, a claim amount of £440 (£550 - 20%). |
For lost packages marked as delivered, DPD issues a Denial of Receipt (DOR) to your customer. Your customer has 14 days to complete and return the DOR, or the claim will be closed.