Lost or Damaged Parcel in Kenya: 5 Steps to a Claim

A damaged parcel claim is a paperwork problem before it is a money problem. Operators pay on evidence, and evidence gets harder to collect with every day that passes. So move in the first hour, write everything down, and follow the complaint route the law sets out.

The first hour after a damaged parcel goes missing

First, start with the last place that touched the parcel. Call the receiving counter or depot and note the time. Then ask for the name of the person you spoke to and what they said. Ask them to check the delivery note, the seal record and who signed for the parcel.

Then tell your receiver not to throw away the packaging. If the parcel arrived damaged, photograph the box, the seal and the contents before moving anything. Also keep the original receipt with you and hand over copies only.

The first 14 days of a claim

Put the complaint to the operator in writing. Email it, or hand in a letter at the counter and ask for a stamp on your copy. Include the tracking number, the dates, the contents and the declared value. Add the amount you paid and the outcome you want.

The Postal and Courier Services Regulations 2025 require the operator to resolve a complaint within 14 days. Some operators set shorter claim windows, and Karibu Parcels terms give 15 days. So do not sit on the paperwork. Instead, ask for the outcome in writing rather than a promise on the phone.

If the 14 days pass with no answer, escalate to the Communications Authority. Do the same if the answer does not cover your loss. The consumer channels are complaints@ca.go.ke, chukuahatua@ca.go.ke and +254 703 042 000. Also, complaints about courier loss or delay must reach the CA within six months. The Communications Authority publishes the complaint process and the licence conditions behind it.

Write the complaint in five lines

Keep it short and factual. Line one is the tracking number and the dates. Next, line two is what was inside and what you declared it was worth. Line three is what you paid and what cover you bought. Line four is what happened, with the last scan you saw. Line five is what you want: the parcel traced, a replacement, or payment of the declared value. Attach copies, never originals, and keep the sent mail.

Evidence that moves a damaged parcel claim

Keep the paper trail. Collect the receipt or waybill, the declared value or insurance slip and the signed delivery note. Add copies of the sender and receiver ID, plus photos of the damage and of the traced seal. Then attach the written complaint you sent to the operator first.

However, a certificate of posting proves only that the operator accepted the item. It carries no record of what was inside or what it was worth. Pair it with a value record before you rely on it.

What a damaged parcel claim usually pays

Read the operator compensation policy before you argue about numbers. Under the 2025 regulations a licensed operator files that policy with the Communications Authority. Insured articles pay up to actual market value. There is no liability for prohibited items, false declarations, unsigned delivery notes or seals already showing theft or damage.

Operators also cap uninsured liability. Karibu Parcels terms cap liability at KES 1,500 without extended cover. Bolt Send terms say Bolt is not responsible for loss, theft, damage or misuse. Bus counters publish their own terms, so ask at the counter and read the back of the receipt.

In short, declared value and insurance are the only numbers that behave like a promise. Everything else is a cap and a conversation. Finally, our guide on how to track a parcel in Kenya explains the last scan you should write down.

What not to do

Do not send another message every hour. Do not accept a verbal 'we are looking into it' without a reference number. Do not throw away the packaging or the receipt. Do not declare a phone as documents, because a false declaration can end the claim before it starts. Also, keep every reply from the operator, even the unhelpful ones.

The item may still be a purchase you need. Post the request on the Looking For feed while the claim runs. Overall, one lost parcel should not stall the rest of your week. You can also compare services before you book the replacement.

FAQ

How long do I have to claim a lost parcel in Kenya?

The operator should resolve your complaint within 14 days. Some claim windows are shorter, such as 15 days with Karibu Parcels. Then escalate to the Communications Authority within six months.

Does a certificate of posting prove the contents of my parcel?

No. It proves acceptance only, not the nature, condition or value of what was inside.

Will the Communications Authority force the operator to pay me?

The CA takes up the complaint and can require the operator to answer in writing. What you recover still depends on your declared value, your cover and the operator compensation policy.