Parcel Claim Guides

Refund Rights

Parcel refund rights

Plain-English UK guide to parcel refund rights, retailer responsibility, delivery risk, safe-place disputes, chargeback and Section 75.

Retailer Claims

Retailer parcel claims

How to complain to a retailer when a parcel is missing, late, damaged, stolen, wrongly delivered or marked delivered but not received.

Courier Claims

Courier claims

When to claim from the courier, when to complain to the retailer, and what evidence to keep for lost, damaged or delayed parcels.

Letter Hub

Parcel complaint letter templates

Complaint-letter structure, evidence checklist and short teaser wording for missing, delayed, damaged, stolen and disputed parcels.

Late Delivery

Late delivery refund UK

When a parcel arrives late, when delivery charges may be refunded, and how to ask for a refund or replacement.

Letter Template

Delivered but not received letter template

How to structure a delivered-but-missing parcel complaint without giving away the full paid letter wording.

Letter Template

Lost parcel complaint letter template

Evidence and wording structure for a parcel that appears lost in transit or cannot be located.

Letter Template

Retailer refusing refund letter template

What to say when a retailer rejects your refund request, blames the courier, or closes the delivery case.

Bank Route

Chargeback missing parcel letter template

How to prepare a chargeback request where goods were not received or a parcel dispute remains unresolved.

Credit Card

Section 75 missing parcel letter template

When Section 75 may help with a missing or damaged parcel bought by credit card.

Letter Template

Damaged parcel complaint letter template

Evidence and wording structure for items that arrived broken, crushed, wet, leaking or unusable.

Letter Template

Late delivery compensation letter template

How to ask for a delivery-charge refund or compensation after a missed paid or guaranteed delivery date.

Consumer Rights

Consumer Rights Act delivery refund

Plain-English explanation of risk, delivery responsibility and refund routes for parcel disputes.

Proof Dispute

Proof of delivery dispute

What to ask for when a retailer or courier relies on weak delivery proof, GPS, photos or signatures.

Responsibility

Retailer vs courier responsibility

Who should resolve a missing, late or damaged parcel when a retailer arranged the courier.

Start Here

Where is my parcel?

Start here if your parcel has not arrived, tracking is stuck, the courier says delivered, or you are unsure which guide applies.

Refund Help

Parcel not delivered refund

Use this if your order has not arrived and you want to ask the retailer for a refund, replacement or redelivery.

Main Guide

Parcel marked as delivered but not received

Your UK route, who to contact first, what proof of delivery to check, and what to do if the retailer or courier refuses to help.

Proof Issue

Tracking says delivered but no proof

Use this if tracking says delivered but there is no clear photo, signature, safe-place note, neighbour detail or location evidence.

No Photo

Parcel says delivered but no photo

Use this if the courier or retailer says delivered but no delivery photo has been provided.

Free Checklist

Missing parcel evidence checklist

Free checklist showing what to save before contacting the retailer, courier, bank or card provider.

Lost In Transit

Parcel lost in transit

What to do if tracking has not updated, the courier says delayed, or your parcel appears lost before delivery.

Lost Return

Return parcel lost by courier

What to do if you sent an item back, the courier lost it, or the retailer says your return was not received.

Damaged Parcel

Parcel damaged on delivery

What to photograph, who to contact first, and how to ask for a refund, repair or replacement.

Weather Damage

Courier left parcel in rain

What to do if a parcel was left outside, got wet, and the item or packaging was damaged.

Doorstep Theft

Parcel stolen from doorstep

What to do if a parcel was left on your doorstep, porch, hallway or exposed location and then appears to have been stolen.

Shared Building

Parcel stolen from communal hallway

Use this if the parcel was left in a shared hallway, entrance area, lobby or block and then went missing.

Safe Place

Parcel left in safe place but missing

What counts as an authorised safe place and what to do if a courier left your parcel somewhere unsafe or unapproved.

Wrong Address

Parcel delivered to wrong address

What to do if the courier delivered your parcel to the wrong house, flat, neighbour, building or safe place.

Wrong Flat

Parcel delivered to wrong flat

For apartment, block, shared entrance and flat-number delivery disputes.

Old Address

Parcel delivered to old address

Use this if your parcel went to a previous address, saved address or old delivery location.

Neighbour

Parcel delivered to neighbour but not received

What to do if tracking says your parcel was delivered to a neighbour but you still do not have it.

Signature

Parcel signed for but not by me

Use this if the courier shows a signature, name or handover that you do not recognise.

Locker

Parcel locker empty or parcel missing

Use this if a locker, pickup code or collection point says the parcel is there but it cannot be found.

I Was Home

Courier says delivered but I was home

Use this when the delivery claim conflicts with the fact you were home or watching for the parcel.

Missing Item

Missing item from parcel

What to save if the parcel arrived but an item is missing from inside the package.

Partial Order

Part of order missing

Use this if only some items arrived, the parcel was short, or the retailer says the rest was sent separately.

Recovery

Can’t recover a parcel from neighbour

Use the neighbour guide if a courier claims a handover but the parcel cannot be recovered.

Evri Theft

Evri doorstep theft

Evri-specific help when a parcel is left outside, in an unsafe safe place, at a door or in a communal area and is stolen.

Royal Mail Theft

Royal Mail doorstep theft

Royal Mail-specific help for Safeplace, neighbour, doorstep and communal-area theft disputes.

DPD Theft

DPD doorstep theft

DPD-specific help for delivery photos, one-hour slots, unsafe doorstep delivery and retailer refund escalation.

Yodel Theft

Yodel doorstep theft

Yodel-specific help for safe-place notes, delivery photos, neighbours, Yodel Store checks and missing doorstep parcels.

Parcelforce Theft

Parcelforce doorstep theft

Parcelforce-specific help for Safeplace, signature, wrong-location and retailer responsibility disputes.

UPS Theft

UPS doorstep theft

UPS-specific help for proof of delivery, release evidence, Access Point issues and stolen doorstep deliveries.

FedEx Theft

FedEx doorstep theft

FedEx-specific help for delivery proof, signatures, picture proof, shipper claims and exposed-location disputes.

DHL Theft

DHL doorstep theft

DHL eCommerce UK and DHL Express help for safe-place, proof-of-delivery and stolen doorstep parcel disputes.

Amazon Theft

Amazon Logistics doorstep theft

Amazon-specific help for Photo on Delivery, safe-place disputes, missing packages, Marketplace sellers and A-to-z escalation.

Photo Proof

Delivery photo is not my house

What to do if the courier delivery photo shows the wrong door, flat entrance, porch, hallway, safe place or address.

No Proof

Tracking says delivered but no proof

Challenge delivered scans with no photo, signature, GPS, safe-place note or handover detail.

No Photo

Parcel says delivered but no photo

Use this when the retailer says delivered but cannot show a delivery image.

GPS Proof

Retailer says GPS confirms delivery

What to ask when the retailer relies on GPS/location data but you did not receive the parcel.

Signature

Parcel signed for but not by me

What to ask if a signature, name or handover record is not recognised.

Disputed Scan

Courier says delivered but I was home

How to challenge a delivery scan that does not match what happened at your address.

Amazon

Amazon parcel not arrived

Amazon-specific help for orders that are delayed, tracking has stopped, or you need to ask for a refund.

Amazon

Amazon says delivered but not received

Amazon Logistics, Photo on Delivery, Marketplace Sellers, one-time passcodes and A-to-z refund routes.

Amazon Logistics

Amazon Logistics delivered but not received

Amazon delivery photo, safe-place disputes, Marketplace seller routes, A-to-z Guarantee and refund escalation for missing Amazon deliveries.

TikTok Shop

TikTok Shop parcel not delivered

TikTok Shop-specific help for missing orders, seller disputes, tracking delays, courier handoffs and refund requests.

TikTok Shop

TikTok Shop says delivered but not received

TikTok Shop delivered-scan disputes, delivery-photo issues, seller refusals, DNR evidence and refund escalation.

Apple Store

Apple Store parcel not delivered

Apple-specific help for missing iPhone, MacBook, iPad, Apple Watch and high-value delivery disputes.

AliExpress

AliExpress parcel not delivered

AliExpress missing-order help for Cainiao tracking, local courier handoffs, seller messages and refund disputes.

AliExpress

AliExpress says delivered but not received

AliExpress delivered-scan disputes, Cainiao/local courier proof, wrong-address tracking and refund evidence.

Etsy

Etsy parcel not delivered

Etsy-specific help for Help with order, seller messages, non-delivery cases, handmade items and refund routes.

Etsy

Etsy says delivered but not received

Etsy delivered-proof disputes, seller evidence, Help with order, case timing, photos, signatures and refunds.

Nike

Nike parcel not delivered

Nike-specific help for missing trainers, clothing orders, split deliveries, delivered scans and refund requests.

IKEA

IKEA missing delivery

IKEA-specific help for missing boxes, missing parts, part deliveries, damaged items and refund or replacement requests.

Samsung

Samsung parcel not delivered

Samsung-specific help for missing Galaxy phones, tablets, TVs, appliances, damaged parcels and delivery-proof disputes.

ASOS

ASOS parcel not delivered

ASOS-specific help for missing orders, courier evidence, refunds, replacements and delayed tracking.

Argos

Argos parcel not delivered

Argos-specific help for missing deliveries, courier evidence, refunds, replacements and Click & Collect issues.

Boots

Boots parcel not delivered

Boots-specific help for missing parcels, tracking issues, delivery evidence, refunds and replacements.

Currys

Currys parcel not delivered

Currys-specific help for missing tech orders, courier proof, high-value evidence and refund routes.

eBay

eBay parcel delivered but not received

eBay-specific help for tracking evidence, seller messages, item-not-received cases and asking eBay to step in.

H&M

H&M parcel not delivered

H&M-specific help for missing clothing orders, tracking, courier proof, refunds and replacements.

JD Sports

JD Sports parcel not delivered

JD Sports-specific help for missing trainers, clothing and sportswear orders.

John Lewis

John Lewis parcel not delivered

John Lewis-specific help for missing orders, Click & Collect updates, courier proof, refunds and replacements.

M&S

Marks & Spencer parcel not delivered

M&S-specific help for missing orders, delivery evidence, refunds, redelivery and replacement requests.

Next

Next parcel not delivered

Next-specific help for missing orders, account evidence, courier proof, refunds and replacements.

Shein

Shein parcel delivered but not received

Shein app and website tracking, courier proof, split shipments, refunds and missing-order evidence.

Sports Direct

Sports Direct parcel not delivered

Sports Direct-specific help for missing trainers, clothing, sportswear and partial orders.

Temu

Temu parcel not delivered

Temu app tracking, local courier handoffs, split packages, refunds and missing-order evidence.

Very

Very parcel not delivered

Very-specific help for missing orders, account balances, partner dispatch, courier proof and refund requests.

Vinted

Vinted parcel delivered but not received

Vinted Buyer Protection, lockers, collection points, pickup codes, seller messages and refund evidence.

Zara

Zara parcel not delivered

Zara-specific help for missing orders, delayed tracking, courier proof, refunds and replacements.

AO

AO parcel not delivered

AO-specific help for missing appliance, tech and home delivery orders, courier evidence and refund requests.

Boohoo

Boohoo parcel not delivered

Boohoo-specific help for missing fashion orders, tracking delays, delivered scans and refund requests.

PrettyLittleThing

PrettyLittleThing parcel not delivered

PLT-specific help for missing fashion orders, Royalty delivery, split orders, courier proof and refunds.

eBay

eBay item not received

eBay-specific item-not-received help, seller messages, tracking proof and asking eBay to step in.

Vinted

Vinted parcel lost refund

Vinted Buyer Protection, lost parcel evidence, locker/collection issues and refund escalation.

Primark

Primark parcel not delivered

Primark Click + Collect and missing order help, collection evidence and refund/replacement requests.

Amazon

Amazon parcel not received

Amazon-specific help for missing packages, delivery photos, Marketplace sellers and A-to-z escalation.

Retailer Problem

Retailer says contact the courier

What to do if the retailer blames Evri, DPD, Royal Mail, Yodel or another courier and refuses to deal with your complaint.

Retailer Problem

Retailer says GPS confirms delivery

What to ask when the retailer relies on GPS/location data instead of resolving the missing parcel properly.

Evri Return

Evri return parcel lost

Evri-specific help for lost returns, free retailer labels, paid Evri postage, 14-day return investigation and drop-off evidence.

Royal Mail Return

Royal Mail return parcel lost

Royal Mail-specific help for lost returns, proof of posting, Tracked Returns, claim timing and retailer refund escalation.

DPD Return

DPD return parcel lost

DPD-specific help for lost returns, Pickup shop evidence, retailer labels, sender claim route and proof of value.

Yodel Return

Yodel return parcel lost

Yodel-specific help for lost returns, Yodel Store drop-off, Yodel Direct by InPost, contract-holder claims and refund evidence.

Parcelforce Return

Parcelforce return parcel lost

Parcelforce-specific help for lost returns, proof of posting, online claims, compensation evidence and retailer escalation.

UPS Return

UPS return parcel lost

UPS-specific help for lost returns, Access Point receipts, shipper claim route, value evidence and retailer label disputes.

FedEx Return

FedEx return parcel lost

FedEx-specific help for lost returns, Air Waybill evidence, shipper claim rules, proof of value and retailer escalation.

DHL Return

DHL return parcel lost

DHL eCommerce UK and DHL Express return parcel help, claim evidence, proof of shipment, retailer labels and refund escalation.

Evri Tracking

Evri tracking not updating

What to do if Evri tracking is stuck, delayed, not moving, out for delivery with no update, or showing no recent scan.

Evri Depot

Evri parcel stuck at depot

Evri depot delays, local depot scans, whether you can collect, what evidence to save, and when to push the retailer.

Evri Refund

Evri lost parcel refund

Buyer refund route, sender claim route, Evri lost parcel evidence, retailer escalation and refund or replacement wording.

Evri Delivered

Evri delivered but not received

Evri-specific help for delivery photos, safe-place notes, neighbour delivery, GPS/location data and retailer refund wording.

InPost Tracking

InPost tracking not updating

What to do if InPost tracking is stuck, has no recent scan, says label created, or has not moved after the 48-hour or 72-hour point.

InPost Delivered

InPost delivered but not received

InPost locker, shop and collection-point help when tracking says delivered, collected or ready but the parcel is missing.

InPost Locker

InPost locker empty or parcel missing

Use this if an InPost locker opened but there was no parcel inside, the code failed, or the shop/locker cannot find it.

Royal Mail Tracking

Royal Mail tracking not updating

Royal Mail tracking stuck, pending, not scanned, delayed, or not fully trackable, plus when to ask the sender or retailer to investigate.

Royal Mail Refund

Royal Mail lost parcel refund

Buyer refund rights, sender compensation claims, Royal Mail claim timing, evidence and escalation if the item is missing.

Royal Mail Delivered

Royal Mail delivered but not received

Royal Mail-specific help for Safeplace, neighbour delivery, Tracked 24/48, signatures, collection points and proof of delivery.

DPD Tracking

DPD tracking not updating

DPD tracking stuck, delayed, not recognised, still on parcel details, at depot, or out for delivery with no arrival.

DPD Refund

DPD lost parcel refund

DPD missing parcel evidence, buyer refund route, sender claim route and what to ask the retailer if DPD cannot locate it.

DPD Delivered

DPD delivered but not received

DPD-specific help for delivery photos, timestamps, GPS/location evidence, neighbour delivery and Pickup shop scans.

Yodel Tracking

Yodel tracking not updating

Yodel tracking stuck, no tracking information, with sender, delayed, at depot, or out for delivery but not arrived.

Yodel Refund

Yodel lost parcel refund

Yodel missing parcel refund route, sender/contract-holder claims, parcel protection and evidence to save before escalating.

Yodel Delivered

Yodel delivered but not received

Yodel-specific help for safe-place notes, delivery photos, neighbour delivery, Yodel Store scans and retailer refund wording.

DHL Tracking

DHL tracking not updating

DHL Express and DHL eCommerce UK tracking help for stuck scans, label created, shipment information received, customs and wrong-route issues.

DHL Delivered

DHL delivered but not received

DHL-specific help for Express/eCommerce UK proof of delivery, delivery photos, signatures, safe places and retailer escalation.

Parcelforce Tracking

Parcelforce tracking not updating

Parcelforce and Royal Mail Track and Trace help for not recognised references, in-progress scans, sender-created tracking and redelivery issues.

Parcelforce Delivered

Parcelforce delivered but not received

Parcelforce-specific help for Royal Mail Track and Trace, photo proof, signatures, Safeplace, neighbours and “Something for you” cards.

UPS Delivered

UPS delivered but not received

UPS-specific help for delivery-location photos, Access Points, InfoNotice, My Choice, driver release, signatures and seller claims.

FedEx Delivered

FedEx delivered but not received

FedEx-specific help for picture proof, signed proof of delivery, signature options, safe-place delivery, Delivery Manager and claims.

Evri Late

Evri late delivery

Evri-specific help for late deliveries, delayed tracking, retailer responsibility and delivery-charge refunds.

Royal Mail Late

Royal Mail late delivery

Royal Mail late-delivery help for Tracked, Special Delivery, claims timing and retailer complaints.

DPD Late

DPD late delivery

DPD-specific help for late one-hour slots, next-day delivery delays and refund escalation.

Yodel Late

Yodel late delivery

Yodel-specific help for delayed parcels, late tracking, retailer complaints and refund requests.

Parcelforce Late

Parcelforce late delivery

Parcelforce-specific help for Express24, Express48, timed services and delay claims.

UPS Late

UPS late delivery

UPS-specific help for late delivery, Access Point delays, express services and refund routes.

FedEx Late

FedEx late delivery

FedEx-specific help for delayed tracking, operational delays, customs delays and refund routes.

DHL Late

DHL late delivery

DHL eCommerce UK and DHL Express late-delivery help, tracking delays and guarantee wording.

Amazon Late

Amazon Logistics late delivery

Amazon-specific help for running-late packages, missed guaranteed dates and delivery-fee refunds.

Evri Damage

Evri damaged parcel

Evri-specific help for broken items, crushed packaging, sender claims and retailer refund wording.

Royal Mail Damage

Royal Mail damaged parcel

Royal Mail-specific help for damaged post, part loss, claim deadlines and packaging evidence.

DPD Damage

DPD damaged parcel

DPD-specific help for damaged goods, photo evidence, sender claims and retailer responsibility.

Yodel Damage

Yodel damaged parcel

Yodel-specific help for damaged parcels, missing parts, Yodel Direct evidence and refund wording.

Parcelforce Damage

Parcelforce damaged parcel

Parcelforce-specific help for damaged items, compensation evidence and insufficient-packaging disputes.

UPS Damage

UPS damaged parcel

UPS-specific help for damaged shipments, inspection evidence, proof of value and retailer escalation.

FedEx Damage

FedEx damaged parcel

FedEx-specific help for damaged shipments, retained packaging, inspection reports and refund requests.

DHL Damage

DHL damaged parcel

DHL eCommerce UK and DHL Express damaged-parcel help, packaging photos and inspection requirements.

Amazon Damage

Amazon Logistics damaged parcel

Amazon-specific help for broken items, package photos, Marketplace sellers and A-to-z escalation.

Escalation

Refund refused for missing parcel

What to do if the retailer refuses a refund, relies on tracking, blames the courier, or closes the delivery investigation.

Formal Escalation

Letter before action for missing parcel

What to include before sending a formal missing parcel letter, what evidence to attach, and what to avoid.

Bank Route

Chargeback for missing parcel

When chargeback may help after a missing parcel, what evidence to send your bank, and what to do if the retailer refuses.

Credit Card

Section 75 for missing parcel

When credit card Section 75 protection may help after a missing parcel and how it differs from chargeback.