Send mail with the British Forces Post Office (BFPO)

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If your post is lost, damaged or delayed

You may be able to claim compensation if your post:

  • does not arrive within 30 working days 
  • is damaged when it arrives 

You must make your claim within 80 days of the date you posted the item.

How much you can claim

You can claim the money you paid for postage plus the value of any items lost.

You can claim up to:

You may be able to claim extra compensation if you paid for this at the time of posting.

If a company or retailer sent the item then you should check with them.

Who can claim

The person who sent the post should make the claim.

If you bought something online, the retailer who posted the item should make the claim.

How to make a claim

If you are in the UK, you can either:

  • collect a lost or damaged claim form from your local Post Office 
  • ask the BFPO service desk to send you a form by email

Fill in the form and send it to the BFPO service desk, along with any supporting documents.

BFPO service desk
bfpoenquiries@bfpo.info

HQ BFPO,
West End Road,
Ruislip HA4 6DQ

Telephone for general questions: 0345 769 7978
Telephone for civilian questions: 020 8589 3450
Telephone for military questions: 94676 3450 Monday to Thursday, 8am to 3:30pm, Friday, 8am to 2:30pm
Lines closed on bank holidays Find out about call charges

What to include in your claim

You’ll need to provide:

  • the delivery name and address
  • the name and address of the sender
  • which postal service you used and any tracking numbers
  • when and where you posted the item
  • proof of postage
  • proof of purchase – to show how much the item that was lost or damaged was worth
  • if you’re claiming for damage, pictures of the damage and original packaging
View a printable version of the whole guide

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