Refund for a lost Postal Item

Refund may be available in the event of loss or damage regarding an item you may have posted. This will depend on the service used and the circumstances based on relevant local postal legislation and subject to terms and conditions.

In the event of a claim, an application form is required to be filed with the Royal Gibraltar Post Office Customer Service Office. Forms are available from all counters or can be downloaded and printed from the following link: Claims Form

Service Weight Refund

(maximum)
Registered (letters) 0 kg – 2 kg Postage Paid
Registered / Tracked Parcels 2kg > Postage Paid
EMS Item N/A Postage Paid

Terms & conditions;

 

  1. It is essential that the Certificate of Posting and/or receipt is kept as they will be required to successfully register and process your claim.
  1. Claims for lost or damaged items can only be formally registered 25 days after, but no more than 12 months since the posting date.
  1. A Claim Form, can only be completed by the sender of the postal item and must be accompanied together with the items listed in point 1. Failure to provide the original certificate of posting may result in no refund being issued.
  1. All Claims forms must be handed in to the Customer Care Officer.
  1. The sender should keep a copy of all the documents submitted.
  1. If a Claim is being made for a damaged item/s, the external envelope, wrapping or packaging, along with photographic evidence of the damaged item may be required and therefore it should not be disposed of until the claim has been registered with the RGPO and deemed not to be needed by the Customer Care Officer.
  1. Claims can only be made, for postal items sent from Gibraltar. Any claims for items received from abroad must be made to the originating postal operator by the sender. For more information on this, please contact a customer care officer who will be able to provide you details of the items originating postal operator.
  1. The decision of the Director on all questions arising between him and any person claiming payment in respect of the loss or damage to a parcel, or of or to any article enclosed in or forming part thereof, shall be final and conclusive.

Dated 05/06/2025