Losing a watch in Royal Mail’s Special Delivery Service is a thankfully rare event. However we have found the experience rather traumatic for both the customer and us and invokes into action the unwieldy and bureaucratic process of making a claim to Royal Mail.
Unfortunately, there seems to have been a recent change in the ‘hidden’ Royal Mail’s terms and conditions of the service, despite no actual written changes to the policy, whereby we, as the retailer are no longer able to claim the full value of the watch as paid by our customers. Previously, we would simply refund the customer once the parcel was accepted by Royal Mail as being lost or stolen.
We’ve spent a long time looking at this issue and we think we have now a reasonable compromise which will ensure our customers get the fastest possible settlement and for the full price they paid. Royal Mail have stated in writing that if the recipient makes the claim, they will repay the full purchase price of the watch to the purchaser. To assist this process, we will send you a claim form pre filled and ask you to sign it and send it back to us. We will then send the claim to Royal Mail on your behalf with the necessary postal proofs and evidence of price paid.
Once the claim is investigated, it will be repaid direct to the purchaser. Please note that Royal Mail will only allow a claim for loss to be submitted, after 10 working days from the date of posting, so if this unfortunate occurrence happens, time is of the essence.