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 published windows are short: for labels bought through InPost's own site or app, 7 days after drop-off for a lost parcel, 14 days from delivery if tracking wrongly shows it delivered and 30 days from delivery for damage, while its retailer claim form accepts lost-parcel claims 14 to 28 days after drop-off. InPost expects the sender who bought the label to make the claim, 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 published windows are short (7 days after drop-off for a lost parcel on a label bought through its own site or app, 14 to 28 days on its retailer claim form) and the label buyer, usually the retailer, has to claim inside them, 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) |
| Lost parcel deadline | Within 7 days of drop-off where the label was bought through InPost's site or app; its retailer claim form accepts lost-parcel claims 14 to 28 days after drop-off |
| Marked delivered but not received | Within 14 days of the delivery date |
| Damage claim deadline | Within 30 days of the delivery date |
| Who claims? | The sender who bought the label (the retailer for an online order). A recipient should raise the problem with the sender first, and can contact InPost to log the issue, but the compensation claim belongs to the label buyer |
| 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) |
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
Retailer guides using InPost
These retailers commonly list InPost among their delivery services. The courier can provide evidence, but the retailer usually handles the refund or replacement.
Your legal rights
A parcel sitting in a locker has not reached your physical possession, so for an order from a business Section 29 of the Consumer Rights Act 2015 keeps it at the seller'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 short windows change 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. For labels bought through its own site or app the lost-parcel window is seven days after drop-off, and its retailer claim form opens at 14 days and closes at 28, so a retailer that waits weeks before acting can lose 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 published claim windows, and ask it to open the claim. You keep your full rights either way, but a retailer that can still recover is more likely to refund without argument.
Lockers, collection codes and what counts as delivery
A locker delivery can leave a useful evidence trail. Ask InPost what collection record it holds, for example when the locker was opened and which code was used. If a parcel was collected without you being there and the code was never sent to you, or the timestamp does not match where you were, that is useful evidence for the retailer. Ask for the record early. 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 sender terms give 14 days from delivery for damage and 28 days from collection for a parcel that never arrived, while InPost's lost-parcel window is seven days after drop-off where the label was bought through its own site or app. 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 a common response and it does not fit the legal position. InPost asks recipients to raise problems with the sender first and expects the sender who bought the label to claim, so a retailer telling you to claim from InPost is handing the problem back to you. 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 if your purchase on credit qualifies (see the table above).
Frequently asked questions
How long do I have to report an InPost parcel as lost?
For labels bought through InPost's own site or app: seven days after drop-off for a lost parcel, 14 days from delivery if tracking says delivered but it never arrived, and 30 days from delivery for damage. InPost's retailer claim form accepts lost-parcel claims 14 to 28 days after drop-off. Whoever bought the label has to claim inside the window, which for a retailer order is the retailer, so report the problem the day you notice it.
My parcel went to an InPost locker and disappeared. Who is responsible?
Usually the retailer, if you bought from a business. 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 yourself through InPost's own website or app. A recipient should raise the problem with the sender first and can contact InPost to log the issue, but the compensation claim belongs to whoever bought the label. 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 useful 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 queries and complaints policy
- InPost service terms
- 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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