InPost Lost Parcel? Claim Windows and Refund Steps
InPost delivers to lockers and to the door, and it now owns Yodel, so a growing share of UK orders arrive on its network. Its claim windows are the tightest of any major UK carrier: 7 days for a lost parcel, 14 days if tracking wrongly shows it delivered, and 30 days for damage. InPost also only accepts claims from whoever bought the label, which for a retailer order is the retailer.
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InPost complaint steps at a glance
- 1Check the tracking and the locker. Parcels are sometimes placed in a different compartment than the one in the collection message, and unopened lockers return the parcel to the sender after a few days rather than losing it.
- 2Call InPost on 0330 335 0950 (Mon-Fri 07:00-22:00, weekends 08:00-20:00) or use the contact form to report the problem and get a reference.
- 3Tell the retailer the same day. InPost's loss window is only 7 days and the retailer is the one who has to claim inside it, so a day's delay is expensive here in a way it is not with other carriers.
- 4Save the collection message, the tracking page and the locker reference. If a parcel was collected by someone else, ask InPost for the collection record and the code that was used.
InPost compensation at a glance
| Type | Limit / Timescale |
|---|---|
| Standard cover | Up to £50 where InPost is at fault and packaging rules were met |
| Upgraded cover | Up to £500 (bought with the label in the InPost app) |
| Lost parcel deadline | Within 7 days |
| Marked delivered but not received | Within 14 days |
| Damage claim deadline | Within 30 days |
| Who claims? | Only whoever bought the label (the retailer for an online order) |
Some item categories are excluded from compensation entirely. Verify the current windows, caps and exclusions on the InPost website before relying on a figure.
InPost claim route at a glance
| Question | Practical answer |
|---|---|
| Who should a shopper contact first? | The retailer, because the seller usually owns the delivery obligation. |
| Who usually opens the carrier claim? | The sender or contract holder, often the retailer for online orders. |
| What evidence matters most? | Tracking, delivery photo or signature, proof of value, packaging photos for damage, and written retailer replies. |
| When should you escalate? | After a refusal, weak proof of delivery, or repeated delay without a clear refund or replacement decision. |
Specific InPost problem guides
Your legal rights
A parcel sitting in a locker has not reached your physical possession, so Section 29 of the Consumer Rights Act 2015 keeps it at the retailer's risk until you actually collect it. That means an order that vanished from a locker, was collected by someone else, or never appeared is the retailer's to refund or replace. InPost's sender cover does not limit what the retailer owes you.
Why InPost's 7-day window changes what you should do first
With most carriers the sensible advice is to wait a few days before treating a parcel as lost, because late scans are common and parcels often turn up. InPost inverts that. Its loss claim window is seven days, which means a retailer that waits a week before acting has already lost its own route to recover. The practical consequence is that the polite wait-and-see approach costs you goodwill you will want later. Report the problem to the retailer as soon as the tracking stops making sense, say in writing that you are flagging it inside InPost's seven-day window, and ask it to open the claim. You keep your full rights either way, but a retailer that can still recover is a retailer that refunds without argument.
Lockers, collection codes and what counts as delivery
A locker delivery creates an unusually clean evidence trail, and it works in your favour. InPost records which compartment the parcel went into, when it was opened, and which code was used. If a parcel was collected without you being there, that record will show a timestamp and a code — and if the code was never sent to you, or the timestamp does not match where you were, the retailer has very little to argue with. Ask for the collection record early, before it ages out of the support system. Also check the obvious first: parcels are occasionally placed in a different compartment than the message says, and an uncollected parcel is returned to the sender after a few days rather than being lost, which is a refund rather than a claim.
InPost, Yodel and knowing which carrier you actually have
InPost acquired Yodel, so some deliveries move between the two networks and the tracking page may not make the handover obvious. It matters because the claim windows differ sharply: Yodel's are 28 days for both loss and damage, while InPost's loss window is seven. If your tracking shows a locker, a collection code or an InPost app notification, treat it as InPost and work to the shorter deadline. If you are unsure, work to the shorter one anyway — acting early costs nothing, and assuming you have 28 days when you have seven is the mistake that cannot be undone.
If the retailer points you back at InPost
This is the most common response and it is wrong. InPost will only speak to whoever bought the label, so a retailer telling you to claim from InPost is directing you somewhere that will refuse to help. Reply in writing quoting Section 29 of the Consumer Rights Act 2015: the goods remain at the seller's risk until you take physical possession, and a parcel in a locker you never opened has not reached you. Set a short deadline, then escalate to your card provider — chargeback on a debit card, or Section 75 against the card issuer for a credit-card purchase where the cash price was over £100.
Frequently asked questions
How long do I have to report an InPost parcel as lost?
Seven days for a lost parcel, 14 days if tracking says delivered but it never arrived, and 30 days for damage. Those are the shortest windows of any major UK carrier, and the retailer is the one who has to claim inside them, so report the problem the day you notice it.
My parcel went to an InPost locker and disappeared. Who is responsible?
The retailer. Until you physically collect the parcel it has not come into your possession, so Section 29 of the Consumer Rights Act 2015 keeps the risk with the seller. Ask InPost for the collection record and give it to the retailer with your refund request.
Can I claim from InPost myself?
Only if you bought the label through InPost's own website or app. If a retailer or a marketplace like Vinted bought it, InPost will direct you back to them — and that matches the legal position, because your contract is with the seller.
How much does InPost pay out?
The applicable InPost cover depends on the service and any upgraded cover bought by the sender, and some item categories are excluded entirely. Check the current terms for the applicable cap. None of that caps what a retailer owes you under the Consumer Rights Act 2015.
The locker said my parcel was collected but I never opened it. What now?
Ask InPost for the collection timestamp and the code used, then send that to the retailer. A collection record that does not match where you were, or a code you never received, is strong evidence that the goods never reached you.
In-depth InPost guides
- parcel marked delivered but not received, What to do when tracking says delivered but you have nothing
- retailer says contact courier, What to do when a retailer redirects you to the courier
- Vinted parcel lost, Lost Vinted parcels and buyer protection
- what to do if refund refused, Escalate a refused InPost refund
Sources checked
- InPost UK customer claims
- InPost UK help centre
- Consumer Rights Act 2015, Section 29
- Citizens Advice consumer service
Carrier terms change. The table above is a guide to current public terms, not a substitute for checking the carrier's live policy before filing.
Common InPost delivery problems
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