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. For deliveries within the UK, its supplemental conditions want damage that was not noted at delivery reported to FedEx by 5pm the next working day and claimed in writing within 28 days of delivery, and a loss claimed in writing within 28 days of collection. International shipments follow FedEx's Conditions of Carriage, with different windows and Convention liability limits.
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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 through its online support portal or the phone number on FedEx's UK contact page. 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. Under UK consumer law the retailer is responsible for your order until it reaches you, 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 | UK deliveries: limited by FedEx's terms, including £12 per kilo; international shipments: capped by the Montreal/Warsaw Convention |
| Declared value cover | Up to declared value (purchased by sender at shipping) |
| Loss / non-delivery claim deadline (UK) | Written claim within 28 days of collection |
| Damage claim deadline (UK) | Damage noted at delivery: written claim within 28 days of delivery. Not noted: the sender must notify FedEx by 5pm the next working day, then claim in writing within 28 days of delivery |
| International shipments | Different terms for shipments sent from Europe: FedEx Express gives 21 days from delivery for damage, missing contents or delay, and up to 9 months for non-delivery |
| Who claims? | Only the FedEx UK account holder can file (sender) |
| Section 75 (paid on credit) | Applies to a single item (or a set sold together) with a cash price over £100 and up to £30,000, paid for wholly or partly on credit, most often a credit card (some point-of-sale loans and store or catalogue credit also qualify; paying through PayPal or some marketplaces can rule it out) |
FedEx liability is limited to repair cost, depreciated value, or replacement cost, whichever is less. Verify current terms on the FedEx website.
FedEx 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 FedEx problem guides
Your legal rights
Under the Consumer Rights Act 2015, the goods stay at the retailer's risk until they reach you. If FedEx loses or damages your item, ask the seller for 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
For deliveries within the UK, FedEx's deadlines are short. Damage that was not noted at delivery must be reported to FedEx customer services by 5pm the next working day and claimed in writing within 28 days of delivery, and a loss, non-delivery or mis-delivery must be claimed in writing within 28 days of collection. International shipments use different terms. Miss a window and FedEx can reject the claim. Only the sender can give that notice, so tell the retailer the same day. 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 a loss, do not wait: the 28 days run from collection, not from when you noticed.
How to file a FedEx complaint
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's UK claims route 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 if your purchase on credit qualifies (see the table above).
What if FedEx rejects your claim?
Rejections commonly trace to a missed damage-reporting deadline (the next working day for damage not noted at delivery), 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 if your purchase on credit qualifies, or escalate to an ADR scheme, if the retailer belongs to one, 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. For deliveries within the UK, FedEx wants a loss claimed in writing within 28 days of collection, so don't wait: 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, and any delivery photo or location details. 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?
Usually not. FedEx UK'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?
For deliveries within the UK, FedEx's supplemental conditions set these windows: damage noted at delivery needs a written claim within 28 days of delivery; damage not noted at delivery needs notice to FedEx customer services by 5pm the next working day and a written claim within 28 days of delivery; and a loss, non-delivery or mis-delivery needs a written claim within 28 days of collection. International shipments follow different terms, and because we cannot tell from your answers whether the parcel crossed a border, the shorter UK windows are the ones to work to. FedEx can reject a claim made outside its windows. 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 the time limit in FedEx's guarantee terms. 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
- what to do if refund refused, Escalate a refused FedEx refund
Sources checked
- FedEx supplemental conditions for UK shipments (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 FedEx delivery problems
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