Your long-awaited parcel has arrived, but the packaging is crushed, the item is broken, or there are signs of tampering. Here's what to do step by step to get compensation.
Step 1: Don't throw away the packaging
The packaging is your main evidence. Right at the post office or your door, photograph everything:
- The outer box/bag from all sides
- Signs of impact, cuts, or moisture
- Tape and labelling
- Contents before and after opening
- Serial number or item markings (if any)
Tip: Film a video from the moment you receive it — this is the strongest evidence for any claim.
Step 2: File a damage report
If the damage is obvious, ask the postal worker or courier to draw up a damage report right there. Make sure to get a copy — you'll need it for your claim.
- Don't sign the delivery receipt without noting the damage
- Write next to your signature: 'Received in damaged condition'
- Get a copy of the report — you'll need it for your claim
Step 3: Contact the seller
- Open a dispute on AliExpress (or contact the seller directly)
- Attach photos of the packaging, photos of the damaged item, and the damage report if you have one
- Select the reason: 'Item damaged' or 'Item not as described'
- Request a partial or full refund
- Check the buyer-protection deadline in this order and the claim conditions for the actual carrier and service. Contact the seller or carrier promptly and keep the packaging, receipt and photos.
Is the carrier or seller responsible?
| Situation | Who is responsible | Where to go |
|---|---|---|
| Packaging was poor from the start | Seller | AliExpress dispute / seller |
| Clear signs of impact or crushing | Carrier | Carrier complaint + AliExpress dispute |
| Item doesn't match the description | Seller | AliExpress dispute |
| Parcel was opened at customs | Government | Customs authority + AliExpress dispute |
Claim deadlines
| Platform / service | Deadline |
|---|---|
| AliExpress (dispute) | Check the buyer-protection deadline in this order and the claim conditions for the actual carrier and service. Contact the seller or carrier promptly and keep the packaging, receipt and photos. |
| Royal Mail UK retail damage / part loss | Royal Mail UK retail damage/part-loss policy: 80 calendar days from posting, or 30 for Tracked 24/48. Other services and local postal operators have their own terms. |
| DHL / FedEx | Check the buyer-protection deadline in this order and the claim conditions for the actual carrier and service. Contact the seller or carrier promptly and keep the packaging, receipt and photos. |
| UPS | Check the buyer-protection deadline in this order and the claim conditions for the actual carrier and service. Contact the seller or carrier promptly and keep the packaging, receipt and photos. |
Note: If you signed the delivery receipt without noting any issues — it becomes much harder to prove damage occurred during shipping. Always inspect the parcel BEFORE signing.
Royal Mail UK retail damage/part-loss policy: 80 calendar days from posting, or 30 for Tracked 24/48. Other services and local postal operators have their own terms.
Official sources checked 16 October 2026; apply only to the services and jurisdictions described: https://www.royalmail.com/retail-compensation-policy-damage