Evri Doorstep Theft UK: Parcel Left Outside & Stolen
Use this guide if Evri says your parcel was delivered, but it was left on a doorstep, porch, communal hallway, bin area, exposed safe place or other risky location and is now missing.
Delivery proof shows the parcel at a door, porch, shared entrance, lobby or visible outdoor location.
The courier says it used a safe place, but you say it was not agreed or was not safe.
The retailer says the parcel was delivered and wants you to chase Evri yourself.
ParcelClaim builds a personalised letter using your retailer, tracking, delivery photo, safe-place evidence, CCTV notes and requested refund or replacement.
Create My Doorstep Theft Letter One-time £2.99 · No subscription · Instant documentWhat this Evri doorstep theft guide is for
This page is for UK shoppers whose parcel was marked as delivered by Evri but appears to have been stolen after being left outside or in an unsafe location. It covers doorstep theft, exposed safe places, communal hallways, blocks of flats, shared entrances, delivery photos, GPS/location proof, retailer refusals, courier claim routes, police reports, chargeback and Section 75.
| Situation | Best first route |
|---|---|
| Evri left the parcel on your doorstep and it vanished | Ask the retailer to prove safe delivery or provide refund/replacement. |
| You never authorised a safe place | Say the location was unauthorised and unsafe. |
| You authorised a specific safe place, but courier used another | Explain the instruction was not followed and attach screenshots. |
| You chose that exact safe place and parcel was left there | Your refund argument is weaker; still report theft and check whether delivery proof matches. |
| Retailer says contact Evri | Push back if the retailer arranged the courier and you are the buyer. |
| High-value item stolen | Preserve CCTV, crime reference, delivery proof, proof of value and bank escalation evidence. |
Authorised safe place vs unauthorised doorstep delivery
This is the core issue. Citizens Advice says if a parcel is left with a neighbour or in a certain place because you told the delivery company to do that, it is usually not the seller or courier’s responsibility if it then gets lost. But if the parcel was left somewhere you did not agree to, the seller is responsible for sorting out the issue.
So your complaint should not just say “the parcel was stolen”. It should say whether you authorised the exact location, whether the delivery photo shows a genuinely safe place, and whether Evri followed the delivery instruction.
You did not authorise the doorstep, communal hallway, bin area, porch, open lobby or exposed location, and the parcel was not physically handed to you or to someone you nominated.
Evri-specific issue
Evri doorstep theft disputes usually turn on the delivery photo and whether the location was actually safe. A picture of a parcel outside a door may prove the parcel was left there, but it does not automatically prove it was handed to you or placed in an agreed safe place.
If your Evri account or retailer checkout had an old safe-place instruction, screenshot it immediately. If the driver used a different location, say that clearly. If there was no instruction, the strongest wording is that Evri left the parcel in an unauthorised exposed location.
Evri’s complaints procedure says if you sent a parcel with Evri you can contact Evri directly, but if you used a third-party service such as eBay or Parcel2Go you should contact that service directly. For retail purchases, the buyer’s practical route is normally the seller.
What proof should you ask for?
Ask the retailer or Evri for the full proof being relied on, not just the word “delivered”. Depending on the courier, this may include Evri delivery photo, GPS/location detail, courier note, safe-place instruction, tracking screenshot and retailer delivery evidence. You want to know where the parcel was left, whether that matched your instructions, and whether the location was safe.
| Evidence | Why it matters |
|---|---|
| Delivery photo | Can show whether the parcel was left exposed, at the wrong door, in a communal area or not recognisable. |
| Tracking screenshot | Shows delivery time, status, scan history and sometimes location wording. |
| Safe-place setting | Shows whether you authorised a location and whether the driver followed it. |
| Photo of your door/location | Helps compare the courier photo with your actual property. |
| CCTV or doorbell footage | Can prove no knock, no handover, wrong address, theft or driver behaviour. |
| Neighbour/household checks | Shows you made reasonable checks before accusing theft or misdelivery. |
| Police crime reference | Useful for high-value items or where the retailer asks for theft evidence. |
| Retailer messages | Shows refusal, delay, blame-shifting or final response for chargeback. |
If the delivery photo shows the parcel outside
A delivery photo can help you as much as it helps the retailer. If it shows a parcel in plain view, on a public doorstep, in a shared hallway, near bins, in a lobby or outside a flat entrance, say that the photo proves the parcel was left in an exposed location rather than handed to you.
Compare the photo with your own photo of the location. Point out missing house numbers, unclear surroundings, open access, public visibility, communal access or anything showing the courier did not deliver to a secure place.
If you were home but no handover happened
Say so clearly. Add doorbell logs, phone location, household witness notes or CCTV if available. If no one knocked, no card was left and the parcel appeared only in a photo or delivery scan, ask the retailer why that should count as delivery to you.
If it was left in a communal hallway or block entrance
Communal areas are risky because many people can access them. Explain whether the area is shared, unlocked, visible from outside, used by multiple flats, or not your private front door. If the courier photo shows a shared entrance rather than your own property, make that the central point of your complaint.
If the retailer says “the courier delivered it”
Push back politely. The issue is not whether a delivery scan exists. The issue is whether the goods were delivered to you, to someone you identified, or to a location you agreed. If the retailer arranged Evri, ask the retailer to investigate with Evri and confirm whether it will refund, replace or provide a final refusal.
Starter wording
“The courier photo/tracking shows the parcel was left at [location]. I did not authorise this location as a safe place, and the parcel was not handed to me or to a person I nominated. Please investigate with Evri and confirm whether you will refund or replace the order.”
If you did choose a safe place
If you selected the exact location used and the parcel was left there, your case is weaker because you may have accepted the risk of that safe place. But you can still check whether the courier followed the instruction properly. For example, “behind the gate” is not the same as “outside the gate”, and “with neighbour at number 10” is not the same as “outside my front door”.
What to ask the retailer for
- The full proof of delivery being relied on.
- The safe-place or neighbour instruction recorded for the order.
- Confirmation whether the parcel was handed to a person or just left.
- A courier investigation with Evri.
- A refund or replacement if safe delivery cannot be proven.
- A final written response if the retailer refuses.
What to ask Evri for
If the retailer arranged Evri, complain to the retailer first. If you sent the parcel yourself through Evri, use Evri’s complaint route or contact the third-party service if you booked through one.
- Delivery photo or proof of delivery.
- Delivery location and time.
- Safe-place instruction or driver note.
- GPS/location evidence if available.
- Claim or investigation reference.
Should you report it to the police?
For a low-value parcel, the retailer may not need a crime reference. For a high-value item, repeated theft, CCTV footage, clear doorbell footage or a retailer request, reporting the theft can strengthen the evidence. Keep the crime reference number and attach it to your complaint.
Chargeback or Section 75 after doorstep theft
If the retailer refuses to refund or replace after an unauthorised doorstep delivery, chargeback may be worth considering if you paid by debit card or credit card. You will need the order, tracking, delivery photo, safe-place evidence, retailer messages and final refusal.
Section 75 may be relevant for qualifying credit-card purchases where the item price was over £100 and not more than £30,000. Keep the seller, payment and delivery-failure evidence clear.
Common mistakes after a stolen doorstep parcel
- Only saying “stolen”. Explain why delivery was not safe or authorised.
- Not saving the delivery photo. It may disappear from the tracking page.
- Forgetting old safe-place settings. Check your retailer and courier accounts.
- Chasing only the courier. If the retailer arranged delivery, push the retailer too.
- Not getting a final refusal. Banks often need evidence that the retailer refused to resolve it.
Create a Evri doorstep theft letter
Build a personalised complaint letter that includes the retailer, tracking, delivery photo, safe-place dispute, evidence checklist and refund or replacement request.
Start My Doorstep Theft Letter – £2.99 No subscription. Instant document.Evri doorstep theft checklist
- Order number and retailer account screenshots.
- Evri tracking number and delivery status.
- Delivery photo or proof of delivery.
- Safe-place/leave-with-neighbour settings.
- Photo of the actual delivery location.
- CCTV, doorbell or neighbour evidence if available.
- Crime reference for high-value or clear theft cases.
- Retailer messages and courier messages.
- Requested outcome: refund, replacement, redelivery, final response, chargeback evidence or Section 75 evidence.
Evri doorstep theft FAQs
What should I do if Evri left my parcel outside and it was stolen?
Save the delivery proof, tracking, safe-place settings, CCTV or doorbell footage and retailer messages. If the retailer arranged the delivery and you did not authorise the location, ask the retailer for a refund or replacement.
Does a delivery photo prove the parcel was delivered to me?
Not always. A photo can show where the parcel was placed, but you can still challenge whether it was delivered to you, an agreed safe place or a safe location.
Am I responsible if I chose a safe place?
Your argument is weaker if you clearly chose that exact location and the courier used it. Your argument is stronger if no safe place was authorised, the wrong safe place was used, or the parcel was left somewhere exposed.
Should I contact the retailer or Evri?
If you bought from a retailer and the retailer arranged the courier, contact the retailer first. The retailer can investigate with the courier it chose. If you sent the parcel yourself, use the courier claim route.
Can I use chargeback or Section 75?
Possibly, if the retailer refuses to refund despite evidence that the parcel was not safely delivered to you or to a location you agreed.