What to do if your parcel is lost or stolen

Waiting for a delivery can feel like Christmas morning—until your parcel vanishes, shows up damaged, or claims to be delivered when it’s nowhere to be found. In this guide we’ll walk you through what you can do.

Lost parcel? Here’s your step-by-step guide

Oh no, your parcel’s gone missing? Before panic sets in, take these steps:

• Check everywhere: Look around porches, sheds, and any outdoor hiding spots.
• Review delivery details: Was it marked as delivered or left in a safe place?
• Ask around: Check with neighbors or anyone who could have taken it in.
• Contact the retailer: They’re often the quickest route to a resolution and can liaise with the courier to locate or replace your parcel.

Parcel stolen? Here’s what to do

Unfortunately, parcel theft happens. If you suspect your delivery’s been stolen, here’s what can do:

• Check with your courier: Confirm where the parcel was left, and ask for a photo of the delivery.
• Look for evidence: If you have CCTV, doorbell cameras, or security footage, check for anything suspicious.
• Report it: Let the retailer or seller know. They’ll investigate and might offer a replacement or refund.
• Contact the police: While they may not investigate immediately, filing a report creates an official record, which is useful for claims or insurance purposes.

What happens if my parcel is stolen from my 'safe place'?

Allowing a courier to leave your delivery in a 'safe place' can be risky business. If it’s stolen some retailers or couriers might argue it’s not their fault. However many retailers are willing to help and might replace the item or issue a refund. It's important to pick secure safe places, like lockable boxes or hidden corners, rather than leaving the parcel in the doorway in plain sight.

Do police investigate missing parcels?

The reality is that the police don't investigate most missing parcels. That said, reporting the theft creates an official record, which can be handy when dealing with retailers, couriers, or insurers. If there’s evidence of a crime—like CCTV footage or multiple thefts in your area—it’s worth flagging it with the authorities. Many community police officers will warn other residents to be extra vigilant.

Does home or contents insurance cover lost or stolen parcels?

Your home insurance might come to the rescue! Some contents insurance policies cover items delivered to your home, even if they’re stolen after delivery. However, there are a few things to keep in mind:

• Check your policy: Not all insurance policies include this, so it’s worth digging into the details or calling your insurer to confirm.
• Excess fees: Make sure the value of the parcel is worth more than the excess on your policy—otherwise, it might not be worth claiming.
• Report the theft: Insurers may require proof that the theft has been reported to the police.

If you’re regularly receiving valuable items, it might be worth upgrading your policy to include extra cover for deliveries.

Damaged parcel? What to do

If your parcel arrives looking worse for wear, take photos immediately. Contact the retailer or courier with evidence of the damage—they might offer you a replacement or refund. Some couriers also have their own claims processes, so could ask them for compensation.

What happens if the courier says the parcel’s been delivered but it hasn’t turned up?

First, check all those hiding spots and ask your neighbours. If there’s still no sign, contact the courier with your tracking details. They might be able to provide a delivery photo or more information. Then, inform the retailer and discuss a replacement or refund if the parcel truly hasn’t made it to your hands.

Lost or damaged parcel advice from couriers

Each courier has its own way of handling parcel mishaps. Check their website for advice and claims processes. Most couriers have time limits for reporting issues, so act fast to avoid missing out. Whether it’s Royal Mail or DPD, keep all your evidence handy to speed things along.

Can my credit card help with parcel protection?

If you paid by credit card, you might have an extra layer of protection:

• Section 75: If your purchase was over £100, this legal protection means your card provider is jointly liable if the parcel goes missing.
• Chargeback: For purchases under £100, you might still be able to reclaim your money via chargeback—check your card provider’s policy.

Always keep your payment details handy when making claims.