UPS Lost or Damaged Parcel? How to Claim Compensation
UPS is a major international courier with a significant UK presence, delivering for businesses and online retailers. If a UPS parcel is lost, damaged, or marked as delivered when it never arrived, the deadline depends on the service and route. Guaranteed-service refund claims need to be raised quickly.
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Quick answer
- If your UPS parcel is marked delivered but not received, or lost in transit:
- Contact the retailer first, not UPS.
- Under the Consumer Rights Act 2015, the seller is legally responsible until the goods reach you.
- You may be entitled to a full refund or replacement.
UPS complaint steps at a glance
- 1Track your parcel on the UPS website or app using your tracking number. Look for delivery confirmation details and any exception notices that explain delays.
- 2Contact UPS customer support by phone on 03457 877 877 or use their online support portal to file a claim for lost or damaged items.
- 3If UPS delivered on behalf of a retailer, contact the seller directly. Under UK consumer law, the retailer is legally responsible for making sure your order arrives safely.
- 4Keep all tracking screenshots, correspondence, and photos of any damage. You'll need this evidence if you escalate to your bank or Citizens Advice.
UPS compensation at a glance
| Type | Limit / Timescale |
|---|---|
| Standard liability | Service-dependent (varies by UPS service used) |
| Declared value cover | Up to declared value (purchased by sender at shipping) |
| Loss / damage claim deadline | Varies by service and route; verify UPS terms for the shipment |
| Guaranteed-service refund deadline | Within 15 days of scheduled delivery |
| Who claims? | Sender files the claim (retailer) |
| UPS response timescale | Up to 120 calendar days after claim filed |
UPS liability varies by service and convention (Montreal/Warsaw for international). Verify the cap for your service on the UPS website.
UPS 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 UPS problem guides
Your legal rights
Under the Consumer Rights Act 2015, the retailer must deliver your goods safely. If UPS loses or damages your parcel, the seller is responsible for giving you a refund or replacement. You can go directly to the retailer rather than waiting for UPS to finish its investigation.
What compensation can you get from UPS?
UPS's liability is service-dependent. International shipments fall under the Montreal or Warsaw Convention caps unless the sender purchased declared-value cover at the time of shipping, which extends liability up to the declared amount. UK domestic services carry their own per-service caps set in UPS's tariff. These figures sit in UPS's terms and conditions of carriage and are updated periodically, so verify the cap for the specific service used before quoting a figure. As the recipient you cannot claim from UPS directly because the contract is between UPS and the sender. For retailer orders the sender is the seller, and your real route is the Consumer Rights Act 2015, which makes the retailer responsible until the goods reach you regardless of UPS's cap.
UPS claim deadlines, don't miss them
UPS claim windows are service-specific and should be checked against the carriage terms for the shipment. For guaranteed-service refund claims, UPS requires notice within 15 days of the scheduled delivery date. Act fast either way: screenshot the tracking page as soon as a scan looks wrong, photograph damaged packaging before unpacking, and email the retailer the same day. If a retailer arranged the shipment, ask them to verify the UPS loss or damage deadline and open any courier claim while you pursue your consumer-law route.
How to file a UPS complaint
First, gather evidence: UPS tracking number, order confirmation, proof of value (invoice or order email), photos of damage, and any delivery photo or safe-place note. Second, if a retailer arranged the delivery, email them citing the Consumer Rights Act 2015 and request a refund or replacement, their liability runs separately from UPS's claim. Third, if you booked the delivery yourself, open a claim via the UPS guest claims portal at ups.com or call 03457 877 877 with your tracking number ready. Fourth, if either party stalls, escalate through your card issuer: chargeback for debit-card purchases or a Section 75 claim for credit-card purchases over £100.
What if UPS rejects your claim?
Rejections typically trace to a missed service-specific deadline, missing proof of value, or UPS treating a scan as conclusive proof of delivery. A UPS rejection does not end your case for retailer orders. Under the Consumer Rights Act 2015, the retailer remains responsible until the goods reach you: Section 29 puts the risk on the seller, not the courier. Write to the retailer citing Section 29 and request a full refund. If they refuse, open a chargeback with your bank, a Section 75 claim for credit-card purchases over £100, or escalate to a relevant ADR scheme as a last resort.
Frequently asked questions
How do I report a lost UPS parcel?
If your parcel hasn't arrived by the scheduled delivery date, contact UPS on 03457 877 877 or file a claim online at ups.com using the guest claims portal. UPS deadlines vary by service and route, so don't delay. If a retailer sent the parcel, also ask the seller to raise the UPS claim and verify the deadline that applies to their shipment.
UPS tracking says 'delivered' but I haven't received my parcel, what now?
Ask UPS for proof of delivery, the scan, signature, and any photo. Check with neighbours and any authorised safe place. If the evidence does not show delivery to you, contact the retailer and request a refund or replacement under the Consumer Rights Act 2015. They, not UPS, must prove the parcel reached you.
Can I claim compensation from UPS directly as the recipient?
No. UPS compensation claims are filed by the sender, which for online orders is the retailer. Ask the retailer to raise the claim and refund or replace your order. Your consumer-rights route sits with the retailer regardless of whether UPS accepts fault.
How long do I have to claim from UPS?
UPS deadlines vary by service and route, so check the terms that applied to the shipment. For UPS guaranteed-service refunds, UPS requires notice within 15 days of the scheduled delivery date. For loss or damage claims, ask the sender to verify the current UPS carriage terms before relying on a specific deadline.
How much compensation does UPS pay?
UPS's standard liability is service-dependent. International shipments are governed by the Montreal or Warsaw Convention caps unless the sender declared a higher value at shipping. Domestic standard services have lower default caps. For higher-value items, senders can buy declared-value cover. As a recipient your claim route is the retailer, their Consumer Rights Act 2015 liability isn't capped by UPS's limits.
In-depth UPS 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
- Consumer Rights Act 2015 delivery rights, Your rights when a UK delivery goes wrong
- what to do if refund refused, Escalate a refused UPS refund
Sources checked
- UPS UK terms and conditions
- UPS terms of carriage PDF
- 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 UPS delivery problems
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