FedEx Lost or Damaged Parcel? How to Claim Compensation
FedEx is a global courier with a strong UK presence, often used for international and express deliveries. Its claim deadlines are unusually split: damage claims must reach FedEx within 21 days of delivery, while loss claims have up to 9 months from handover. Liability is capped by Convention unless the sender declared a higher value at booking. Here is how FedEx compensation works, the deadlines that apply, and what to do if a claim is rejected.
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Quick answer
- If your FedEx parcel is marked delivered but not received, or lost in transit:
- → Contact the retailer first — not FedEx.
- → Under the Consumer Rights Act 2015, the seller is legally responsible until the goods reach you.
- → You are entitled to a full refund or replacement.
FedEx complaint steps at a glance
- 1Check your tracking status on the FedEx website or app. Look for delivery confirmation, any exception notices, and estimated redelivery dates.
- 2Contact FedEx customer service by phone on 0345 600 0068 or through their online support portal. Have your tracking number and order details ready.
- 3If FedEx was delivering on behalf of a retailer, contact the seller for a refund or replacement. The retailer is legally liable under UK consumer law — not the courier.
- 4For unresolved issues, escalate via Citizens Advice or pursue a chargeback or Section 75 claim through your bank or card provider.
FedEx compensation at a glance
| Type | Limit / Timescale |
|---|---|
| Standard liability | Capped by Montreal/Warsaw Convention (service-dependent) |
| Declared value cover | Up to declared value (purchased by sender at shipping) |
| Loss / non-delivery claim deadline | Within 9 months of handover |
| Damage / missing contents / delay deadline | Within 21 days of delivery |
| Who claims? | Only the FedEx UK account holder can file (sender) |
FedEx liability is limited to repair cost, depreciated value, or replacement cost, whichever is less. Verify current terms on the FedEx website.
Your legal rights
Under the Consumer Rights Act 2015, the retailer is responsible for making sure your goods arrive safely. If FedEx loses or damages your item, the seller must offer a refund or replacement. Your contract is with the retailer, not with FedEx — and the retailer's liability is not capped by FedEx's Convention limits.
What compensation can you get from FedEx?
FedEx's standard liability is capped by the Montreal or Warsaw Convention (for international shipments) and its own tariff for domestic services. FedEx's own terms limit payment to the shipment's repair cost, depreciated value, or replacement cost, whichever is lowest. The sender can pay a fee to declare a higher value at booking, which lifts the ceiling up to the declared amount. These figures sit in FedEx's 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 FedEx directly because the contract — and the FedEx UK account — sits with the sender. For retailer orders your real route is the Consumer Rights Act 2015 against the seller, whose liability is not capped by Convention limits.
FedEx claim deadlines — don't miss them
FedEx's deadlines split by claim type, and the split is unusual. Loss or non-delivery claims must reach FedEx within 9 months after the shipment was handed over. Damage, missing contents, or delay claims must be made within 21 days of delivery — much shorter. Miss the 21-day window and FedEx will refuse damage claims outright. Act fast on damage: photograph the packaging and contents before unpacking fully, keep every carton and filler material, and email the retailer the same day. For loss claims, use the longer 9-month window to build a stronger evidence pack, but open early if you can.
How to file a FedEx complaint step by step
First, gather evidence: FedEx tracking number, proof of shipment, invoice or proof of value, sender and recipient details, and photos of damage, packaging, and contents. Second, if a retailer arranged the delivery, email them citing the Consumer Rights Act 2015 and request a refund or replacement — written records matter if you escalate later. Third, if you were the sender yourself, file a claim through fedex.com/en-gb via the claims portal or call 0345 600 0068 with your tracking number and evidence. 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 FedEx rejects your claim?
Rejections commonly trace to a missed 21-day damage window, missing proof of value, or FedEx treating a scan and signature as conclusive proof of delivery. A FedEx 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, and the Convention cap does not apply to the retailer. 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 an ADR scheme as a last resort.
Frequently asked questions
How long should I wait before reporting a FedEx parcel as lost?
If your parcel hasn't arrived by the estimated delivery date, contact FedEx straight away. For international shipments, allow a few extra working days for customs clearance before treating it as lost. Loss claims have up to 9 months from handover, so don't delay — but open a case as soon as the delivery window clearly passes.
FedEx says my parcel was delivered but I don't have it — what do I do?
Ask FedEx for proof of delivery: the scan, signature, driver photo, or GPS detail. Check neighbours and any authorised safe place. If the evidence doesn't show delivery to you, contact the retailer and request a refund or replacement under the Consumer Rights Act 2015. They, not FedEx, carry the risk until the goods reach you.
Can I claim from FedEx directly as the recipient?
No. FedEx's claim form states only the FedEx UK account holder can file, 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 FedEx accepts fault.
How long do I have to claim from FedEx?
FedEx's deadlines split by claim type. Loss or non-delivery: within 9 months after handover to FedEx. Damage, missing contents, or delay: within 21 days after delivery. Miss either window and FedEx will refuse. The retailer's Consumer Rights Act 2015 liability runs separately but acting fast on both routes gives the strongest position.
Can I get compensation from FedEx for a late delivery?
FedEx operates a money-back guarantee on some express services if the shipment is late. Only the sender (retailer) can file this claim, and it must be raised within 21 days of the original delivery date. Standard services rarely qualify for late-delivery compensation directly — but the retailer may still offer a goodwill gesture or a Consumer Rights Act 2015 remedy.
In-depth FedEx 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
Common FedEx delivery problems
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