Yodel Lost or Damaged Parcel? How to Claim Compensation
Yodel, which is now part of InPost, delivers for many UK retailers. InPost's own published window for a lost parcel is 7 days after drop-off where the label was bought through its site or app, so tell the retailer straight away; the figures below come from the terms of Yodel's sender service, now run by InPost, and a retailer on its own Yodel contract may be on different terms, so check the current windows and cover before relying on them. If a Yodel parcel is lost, damaged, or marked as delivered when it never arrived, act quickly. This guide covers the claim window, what Yodel may pay, and when the retailer still owes you a refund.
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Yodel complaint steps at a glance
- 1Track your parcel on the Yodel website using your tracking reference number. Look for any delivery attempt details or status updates.
- 2Yodel parcels are now handled by InPost, so use the help and contact options on inpost.co.uk (check the current route for Yodel parcels). InPost asks recipients to raise problems with the sender first.
- 3If Yodel can't help, go back to the retailer. Under UK law, the seller is responsible for making sure your parcel arrives safely, not the courier.
- 4Keep all correspondence, tracking screenshots, and photos of any damage as evidence. You may need these if you escalate to your bank or Citizens Advice.
Yodel compensation at a glance
| Type | Limit / Timescale |
|---|---|
| Lost parcel (standard) | Up to £50 |
| Lost parcel (enhanced cover) | Up to £1,000 (if purchased at booking) |
| Damaged item | Up to £50 (standard) |
| Damage / part loss claim deadline | Within 14 days of delivery |
| Loss / non-delivery claim deadline | Within 28 days of collection |
| Who claims? | Sender (retailer) files the claim |
| 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) |
Compensation limits and claim windows may vary, and InPost's current terms may differ from the Yodel figures above. Verify them on the InPost website.
Yodel 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 Yodel problem guides
Retailer guides using Yodel
These retailers commonly list Yodel among their delivery services. The courier can provide evidence, but the retailer usually handles the refund or replacement.
Your legal rights
Under the Consumer Rights Act 2015, the goods stay at the retailer's risk until they reach you. If Yodel loses or damages your parcel, ask the retailer to refund or replace it.
What compensation can you get from Yodel?
Yodel's standard compensation cover is a modest amount per parcel under current terms. Enhanced cover, purchased at booking by the sender, raises the ceiling. The compensation table on this page shows the current limits. They are set in Yodel's terms and are updated periodically, so verify the current limit before quoting a number in a complaint. As the recipient you cannot claim from Yodel directly: the delivery contract is between Yodel and the sender. For retailer orders, your real route is the Consumer Rights Act 2015, which holds the retailer responsible until the goods reach you regardless of the courier's cap.
Yodel claim deadlines, don't miss them
The claim windows in Yodel's published sender terms (now hosted by InPost Direct, and a retailer on its own Yodel contract may be on different terms) are short and, unusually, split by claim type. Damage, or the loss of part of a parcel, must be notified within 14 days of delivery. Everything else, including a parcel that never turned up at all, gets 28 days from the point Yodel collected it. The 14-day one catches people out because damage is the claim you are most likely to sit on while you decide whether the item is usable. Miss either window and Yodel will usually refuse outright, leaving only the consumer-law route against the retailer. Act fast: screenshot the tracking page as soon as a suspect 'delivered' scan appears, photograph any damaged packaging before unpacking, and email the retailer on the same day. If the parcel was a gift, only the buyer can open the claim with Yodel, so flag the issue to them immediately. Keep every email and chat transcript with dates intact.
How to file a Yodel complaint
First, gather your evidence: Yodel tracking number, order confirmation, proof of value such as the invoice, any delivery photo or safe-place note, and screenshots of the tracking page. Second, open a case through InPost's help pages (Yodel is now part of InPost) with your tracking number ready. Third, if a retailer sold you the item, email them the same day citing the Consumer Rights Act 2015 and ask for a refund or replacement, written records matter if you escalate later. Fourth, if either party stalls, escalate through your card issuer: chargeback for debit cards or a Section 75 claim if your purchase on credit qualifies (see the table above).
What if Yodel rejects your claim?
Rejections are common, usually because of a missed deadline — often the 14-day damage window rather than the 28-day loss one — missing proof of value, or Yodel treating a driver photo as conclusive proof of delivery. A Yodel 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 if your purchase on credit qualifies, or escalate to a relevant ADR scheme, if the retailer belongs to one, as a last resort.
Frequently asked questions
How do I contact Yodel about a missing parcel?
Yodel is now part of InPost, so start with the retailer and then use the help and contact options on inpost.co.uk. Keep your tracking reference ready whichever channel you use.
Yodel says my parcel was delivered but I don't have it, what now?
Ask Yodel for proof of delivery, including any delivery photo, safe-place note or location details. If the evidence does not show delivery to you or an authorised location, contact the retailer and request a refund or replacement under the Consumer Rights Act 2015. Screenshot everything before replies are deleted.
Can I claim from Yodel directly as the recipient?
No. Yodel's compensation claim must be filed by the sender, which for online orders is the retailer. Ask them to raise the claim and refund or replace your order. Your consumer-rights route sits with the retailer regardless of whether Yodel accepts fault.
How long do I have to claim from Yodel?
Yodel's sender-service terms, now hosted by InPost Direct, split the deadline by claim type, and a retailer on its own Yodel contract may be on different terms. Damage, or loss of part of a parcel, must be notified within 14 days of delivery. A parcel that never arrived gets 28 days from when Yodel collected it. Miss either window and Yodel will usually refuse. The retailer's liability under the Consumer Rights Act 2015 does not rely on Yodel's deadline, but acting quickly on both routes gives the strongest position.
How much compensation does Yodel pay?
Standard Yodel cover is a modest amount per parcel under current terms. Enhanced cover, if the sender purchased it at booking, raises the cap. The compensation table on this page shows the current limits, which may change, so check the current Yodel terms before quoting figures in a complaint.
What if the retailer says Yodel needs to investigate first?
The retailer can investigate, but it remains responsible for the order and should not keep redirecting your claim to Yodel. Keep the complaint in writing, ask for a clear response date, and escalate through your payment provider if the retailer refuses or stops responding.
Can I take a Yodel complaint to POSTRS?
POSTRS only handles complaints about participating postal operators, and its published list of covered companies currently names only Royal Mail, so it is not a route for Yodel. If Yodel (now InPost) does not resolve your complaint, pursue the retailer: a chargeback, Section 75 if your purchase qualifies, or a court claim against the retailer in the court that applies where you live.
In-depth Yodel 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 Yodel refund
Sources checked
- InPost Direct terms and conditions (Yodel's sender service)
- Yodel damaged or missing parcels help
- 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 Yodel delivery problems
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