Delivery Photo Shows Wrong House? How to Prove It With Your Own Photo
This guide is specifically for when you have a delivery photo to challenge. If your parcel was delivered to the wrong address but there is no delivery photo, use our parcel delivered to wrong address guide instead.
Photo proof is now one of the most important pieces of evidence in delivered-but-not-received disputes because it can show whether the parcel was left at the correct address, a different door, a shared hallway, a bin area, or an unauthorised safe place.
If your parcel is marked as delivered but the photo shows a different door, porch, hallway, flat entrance, bin area, neighbour’s house, or a place you do not recognise, do not accept the tracking status on its own.
A delivery photo can be useful evidence, but it should clearly link the parcel to your address, authorised safe place, or someone you identified to receive it. If the photo looks like another property, you should challenge it clearly and keep everything in writing.
Buyer route: If you bought the item from a retailer, your refund or replacement request should usually go to the retailer. The courier may hold the delivery photo and location evidence, but the retailer normally needs to investigate with the courier.
If the retailer tells you to contact the courier yourself, read our retailer says contact courier guide for wording you can send back.
What to do first if the delivery photo is not your house
- Save the delivery photo immediately. Screenshot it before it disappears from the courier tracking page or app.
- Screenshot the tracking page. Save the tracking number, courier name, delivery status, date and time.
- Take your own comparison photo. Photograph your actual front door, flat entrance, building entrance, porch, safe place or parcel box.
- Check nearby obvious locations. If safe, check neighbours, communal entrances, shared hallways, bins, sheds, gates and parcel areas.
- Contact the retailer in writing. Explain that the courier photo does not show your address and ask for the full delivery record.
How to compare the courier photo with your address
When you reply to the retailer, be specific. Instead of only saying “that is not my house”, explain what does not match.
| What to compare | What to say if it does not match |
|---|---|
| House or flat number | The delivery photo does not show my house number, flat number or address marker. |
| Door colour or style | The door in the delivery photo does not match my front door. |
| Porch, hallway or entrance | The entrance shown in the photo is not my entrance, porch, lobby or building doorway. |
| Safe place | The parcel appears to have been left somewhere I did not choose or authorise. |
| Neighbour or shared area | The photo appears to show a neighbour’s address, communal area or another location. |
Strong photo proof vs weak photo proof
Stronger photo proof
- House number or flat number is clearly visible
- Door, entrance or porch clearly matches your property
- Photo shows a safe place you selected before delivery
- Neighbour details are clear and can be checked
- Timestamp and tracking match the delivery event
Weaker photo proof
- Generic doorstep with no number
- Door, mat, porch or hallway you do not recognise
- Communal entrance, bin area, lobby or shared space
- Photo shows a different building or flat entrance
- Photo does not clearly link the parcel to your address
What to ask the retailer for
If the photo is wrong or unclear, ask the retailer to review the photo evidence itself, not just the tracking status.
- The original courier delivery photo in the best available quality
- The timestamp attached to the delivery photo
- GPS or location data tied to the delivery photo where available
- Your comparison photo of your actual door, flat entrance, building entrance or safe place
- How the courier photo proves delivery to your address
- Whether the photo shows a different door, shared hallway, bin area, neighbour’s house or unrecognised location
Evri delivery photo is not my house
Evri disputes often involve a delivery photo showing a doorstep, porch, bin area, hallway or safe place. If the photo does not show your actual door, house number, flat entrance or authorised safe place, ask the retailer to investigate the Evri evidence.
For courier-specific wording, see our Evri delivered but not received guide.
DPD delivery photo is not my house
DPD evidence may include a delivery photo, timestamp, one-hour delivery window and location information where available. If the photo does not match your address, ask the retailer to check the full DPD delivery record, not just the delivered status.
For courier-specific wording, see our DPD delivered but not received guide.
Royal Mail photo or proof is not my house
Royal Mail disputes may involve Safeplace notes, signatures, names, collection updates, delivery office scans or photos where available. If the evidence does not show your address, authorised Safeplace, named neighbour or recognised handover point, ask the retailer to review it properly.
For courier-specific wording, see our Royal Mail delivered but not received guide.
What if the retailer says the photo proves delivery?
Ask the retailer to explain how the photo proves delivery to your address. A photo may show a parcel, but that does not automatically prove the parcel reached your door, your safe place, or someone you authorised.
If the retailer still refuses, ask for a final written response and use our refund refused for missing parcel guide.
Simple complaint wording
You can start with wording like this:
Subject: Delivery photo does not show my address
Hello, my order is marked as delivered, but I have not received the parcel.
The delivery photo does not appear to show my house, door, flat entrance, building entrance, authorised safe place or any location I recognise. I have attached/saved a comparison photo of my actual address for reference.
Please review the full courier delivery evidence, including the delivery photo, timestamp, GPS/location data tied to the photo where available, and tracking history. Please explain how this evidence proves the parcel was delivered to my address or someone I authorised to receive it.
If the evidence does not prove delivery to me, please provide a refund or replacement.
This is starter wording only. If the retailer has already refused, use a stronger written response and attach your evidence clearly.
Generate a wrong delivery photo letter in 2 minutes
Create a personalised missing parcel letter that challenges the delivery photo, asks for photo-specific courier evidence, and requests a refund or replacement.
Generate My Letter – £3.99Delivery photo not my house FAQs
What should I do if the delivery photo is not my house?
Save the delivery photo, screenshot the tracking page, take a photo of your actual door or entrance, and contact the retailer in writing. Ask them to compare the courier photo with your delivery address and review the full delivery evidence.
Does a delivery photo prove my parcel was delivered?
Not always. A delivery photo may be weak if it does not show your house number, door, flat entrance, authorised safe place, or another recognisable feature linked to your address.
Who do I contact if the courier photo shows the wrong house?
If you bought from a retailer, contact the retailer first. The courier may hold the evidence, but the retailer normally needs to investigate the delivery issue with the courier.
What evidence should I send if the delivery photo is wrong?
Send the courier delivery photo, tracking screenshot, order number, a photo of your actual door or entrance, and a short explanation of why the courier photo does not match your address.
Can I get a refund if the delivery photo is not my house?
You can ask the retailer for a refund or replacement if the evidence does not show delivery to your address, your authorised safe place, or someone you identified to receive the parcel.