Parcel Claim Guides
Plain-English UK guides for missing parcels, disputed delivery photos, safe-place problems, wrong-address deliveries, courier issues and retailer responsibility.
How to use this guide hub
Start with the Where Is My Parcel guide if you are unsure. Then use the refund, checklist, delivery problem guides, retailer and marketplace guides, courier-specific guides or escalation guides if they match your situation.
Core parcel claim guides
Use these if you are not sure what evidence to save, who to contact first, whether to ask for a refund, or which missing parcel guide applies.
Where is my parcel?
Start here if your parcel has not arrived, tracking is stuck, the courier says delivered, or you are unsure which missing parcel guide applies.
Refund HelpParcel 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 GuideParcel marked as delivered but not received
Your UK rights, who to contact first, what proof of delivery to check, and what to do if the retailer or courier refuses to help.
Free ChecklistMissing parcel evidence checklist
Free checklist showing what to save before contacting the retailer, courier, bank or card provider.
Specific delivery dispute guides
Use these when the parcel is lost in transit, a return parcel is missing, arrived damaged, was stolen, left somewhere unsafe, delivered to the wrong place, or the proof of delivery does not match your address.
Tracking says delivered but no proof
What to do if tracking says delivered but there is no photo, signature, safe-place note, neighbour detail or clear proof showing the parcel reached you.
GPS ProofRetailer says GPS confirms delivery
What to do if a retailer refuses your missing parcel claim because courier GPS supposedly confirms delivery.
Signature ProofParcel signed for but not by me
What to do if tracking says your parcel was signed for, but you did not sign and have not received the parcel.
I Was HomeCourier says delivered but I was home
What to do if tracking says delivered but you were home, nobody knocked or rang, and the parcel never arrived.
No Photo ProofParcel says delivered but no photo
What to do if tracking says delivered but no delivery photo is provided, including what proof to ask for and how to challenge weak delivery evidence.
Wrong FlatParcel delivered to wrong flat
What to do if a parcel is delivered to the wrong flat, apartment, shared hallway, reception desk, parcel room or communal entrance.
Missing ItemsPart of order missing
What to do if only part of your online order arrived, including what evidence to save and how to ask the retailer for a refund, replacement or redelivery.
Missing ItemMissing item from parcel
What to do if your parcel arrived but an item was missing from inside, including packaging evidence, packing records and refund or replacement steps.
Damaged ParcelParcel damaged on delivery
What to photograph, who to contact first, and how to ask for a refund, repair or replacement if your parcel arrives damaged.
Wet ParcelCourier left parcel in rain
What to do if a courier left your parcel outside in the rain, including wet packaging evidence, damaged contents and refund or replacement steps.
Lost In TransitParcel lost in transit
What to do if tracking has not updated, the courier says delayed, or your parcel appears lost before delivery.
Locker MissingParcel locker empty or collection point missing
What to do if a locker opened empty, a collection point cannot find your parcel, or tracking says collected when you did not collect it.
Lost ReturnReturn 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.
Doorstep TheftParcel 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.
Communal HallwayParcel stolen from communal hallway
What to do if your parcel was left in a shared hallway, lobby, stairwell or communal entrance and then disappeared or was stolen.
Popular ProblemParcel left in safe place but missing
What counts as an authorised safe place, what evidence to check, and what to do if a courier left your parcel somewhere unsafe or unapproved.
Popular ProblemParcel delivered to wrong address
What to do if the courier delivered your parcel to the wrong house, flat, neighbour, building or safe place.
Old AddressParcel delivered to old address
What to do if your parcel was delivered to a previous house, old flat, former workplace or outdated saved address.
Photo ProofDelivery 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.
Popular ProblemParcel 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.
Amazon, eBay, Vinted, marketplaces and retailer responsibility
Use these when the issue involves Amazon, eBay, Vinted, a marketplace seller, or a retailer trying to push the missing parcel complaint back to the courier.
ASOS parcel not delivered
ASOS-specific help for missing orders, delayed tracking, courier delivery evidence, refunds, replacements and what to do if your ASOS parcel does not arrive.
Shein GuideShein parcel delivered but not received
Shein-specific help for parcels marked as delivered but missing, app and website tracking evidence, courier proof, refunds and what to do if your Shein order does not arrive.
Temu GuideTemu parcel not delivered
Temu-specific help for missing orders, delayed tracking, courier evidence, refunds, redelivery and what to do if your Temu parcel does not arrive.
Next GuideNext parcel not delivered
Next-specific help for missing orders, delayed tracking, courier proof, refunds, replacements and what to do if your Next parcel does not arrive.
Currys GuideCurrys parcel not delivered
Currys-specific help for missing tech orders, delayed tracking, courier proof, refunds, replacements and what to do if your Currys parcel does not arrive.
John Lewis GuideJohn Lewis parcel not delivered
John Lewis-specific help for missing orders, delayed tracking, Click & Collect updates, courier proof, refunds, replacements and what to do if your John Lewis parcel does not arrive.
Very GuideVery parcel not delivered
Very-specific help for missing orders, delayed tracking, courier proof, refunds, replacements and what to do if your Very parcel does not arrive.
JD Sports GuideJD Sports parcel not delivered
JD Sports-specific help for missing trainers, clothing and sportswear orders, delayed tracking, courier proof, refunds, replacements and what to do if your JD Sports parcel does not arrive.
Sports Direct GuideSports Direct parcel not delivered
Sports Direct-specific help for missing trainers, sportswear, football shirts and gym clothing orders, delayed tracking, courier proof, refunds, replacements and what to do if your Sports Direct parcel does not arrive.
H&M GuideH&M parcel not delivered
H&M-specific help for missing clothing, kidswear, baby clothes and home orders, delayed tracking, courier proof, app screenshots, refunds, replacements and what to do if your H&M parcel does not arrive.
Zara GuideZara parcel not delivered
Zara-specific help for missing orders, delayed tracking, courier proof, refunds, replacements and what to do if your Zara parcel does not arrive.
Argos GuideArgos parcel not delivered
Argos-specific help for missing orders, delayed tracking, courier proof, refunds, replacements and what to do if your Argos parcel does not arrive.
M&S GuideMarks & Spencer parcel not delivered
M&S-specific help for missing orders, delayed tracking, courier proof, refunds, replacements and what to do if your Marks & Spencer parcel does not arrive.
Boots GuideBoots parcel not delivered
Boots-specific help for missing pharmacy, health, beauty and toiletry orders, delayed tracking, courier proof, refunds, replacements and what to do if your Boots parcel does not arrive.
Amazon GuideAmazon parcel not arrived
Amazon-specific help for orders that are delayed, tracking has stopped, the parcel has not arrived, or you need to ask for a refund.
Amazon GuideAmazon says delivered but not received
Amazon-specific help for Photo on Delivery, Amazon Logistics, safe places, neighbours, one-time passcodes, Marketplace Sellers and A-to-z refund routes.
eBay GuideeBay parcel delivered but not received
eBay-specific help for tracking evidence, seller messages, item-not-received cases, delivery photos, safe places, neighbours and asking eBay to step in.
Vinted GuideVinted parcel delivered but not received
Vinted-specific help for missing parcels, locker deliveries, collection points, pickup codes, seller messages, Buyer Protection and refund evidence.
Retailer ProblemRetailer says contact the courier
What to do if the retailer blames Evri, DPD, Royal Mail or another courier and refuses to deal with your missing parcel complaint.
The main marketplace guide cluster now covers ASOS, Shein, Temu, Next, Currys, John Lewis, Very, JD Sports, Sports Direct, H&M, Zara, Argos, M&S, Boots, Amazon parcel-not-arrived issues, Amazon delivered-but-missing issues, eBay and Vinted.
Courier-specific parcel guides
Use these when the tracking problem involves Royal Mail, Evri, DPD or Yodel proof of delivery.
Royal Mail delivered but not received
Royal Mail-specific help for Safeplace, neighbour delivery, Tracked 24/48, signatures, collection points, and proof of delivery.
Courier GuideEvri delivered but not received
Evri-specific help for delivery photos, safe-place notes, neighbour delivery, GPS/location data, and retailer refund wording.
Courier GuideDPD delivered but not received
DPD-specific help for GPS coordinates, photo metadata, neighbour delivery, one-hour delivery slots, and timestamp evidence.
Courier GuideYodel delivered but not received
Yodel-specific help for safe-place notes, delivery photos, neighbour delivery, Yodel Store scans, collection points and retailer refund wording.
The main courier guide cluster now covers Royal Mail, Evri, DPD and Yodel.
What to do if the retailer refuses
Use these when the retailer rejects your refund, says the delivery case is closed, you need to contact your bank or credit card provider, or you are considering a formal letter before action.
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 EscalationLetter before action for missing parcel
What to include before sending a formal missing parcel letter, what evidence to attach, and what to avoid before escalating.
EscalationChargeback 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.
EscalationSection 75 for missing parcel
When credit card Section 75 protection may help after a missing parcel, what evidence to send, and how it differs from chargeback.
More escalation guides are being added, including platform-specific and formal complaint routes.
Need the wording, not just the guide?
Generate a tailored UK parcel claim letter for a missing, delayed, damaged, wrongly delivered, or disputed parcel.
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