Parcel Locker Empty or Collection Point Parcel Missing? What to Do in the UK
This guide covers InPost-style lockers, Amazon Hub lockers, Evri ParcelShop, Royal Mail collection points, DPD Pickup, Yodel stores and retailer click-and-collect style parcel points.
The key issue is not just whether the courier scanned the parcel as delivered. The issue is whether the parcel was actually available for you to collect from the correct locker, shop or collection point.
Common locker and collection point problems
- locker door opens but the compartment is empty;
- collection code says already collected;
- shop staff say the parcel is not there;
- tracking says delivered to parcel shop but the shop has no record;
- locker app says collected but you did not collect it;
- parcel sent to the wrong collection point;
- collection deadline expired because you were not notified properly.
Evidence to save
Useful evidence
- Order confirmation
- Tracking screenshot
- Locker or collection code
- App screenshots
- Delivery timestamp
- Photo of empty locker if safe
- Staff messages or notes
- Retailer chat records
Weak evidence on its own
- Only a delivered scan
- No proof of locker compartment
- No collection record
- No staff confirmation
- No collection code history
- No proof you collected it
What to ask the retailer for
Ask for full collection evidence, not just tracking.
- the locker or collection point used;
- delivery timestamp;
- proof the parcel was placed in the correct locker or handed to the correct shop;
- collection code history;
- collection timestamp and any collection photo/signature if available;
- courier notes;
- confirmation of whether the parcel was returned, lost or misdelivered.
Starter wording
Subject: Parcel missing from locker / collection point
Hello, tracking says my parcel was delivered to a locker or collection point, but I have not been able to collect it because it was not there.
Please provide the full delivery and collection evidence, including the collection point used, delivery timestamp, locker or shop scan, collection code history, collection timestamp and any courier notes.
If the parcel cannot be shown as made available to me and collected by me, please confirm whether you will provide a refund, replacement or redelivery.
This is starter wording only. If the retailer refuses, a tailored letter should challenge the exact locker, shop or collection evidence.
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- If they say it was delivered: ask what proves it was actually available to collect.
- If they say it was collected: ask for the collection timestamp and proof of who collected it.
- If staff say it is not there: keep that message and send it to the retailer.
- If the locker was empty: explain that the collection attempt failed and ask for investigation.
FAQs
What should I do if my parcel locker was empty?
Save the tracking, collection code, app screenshots and any evidence of the empty locker. Contact the retailer in writing and ask for full locker delivery and collection evidence.
Can I get a refund if a parcel was missing from a locker?
If the parcel was not made available to you or was not collected by you, ask the retailer to investigate and provide a refund, replacement or redelivery depending on the evidence.
What if the shop says my parcel is not there?
Ask the shop or collection point for written confirmation if possible, then send that to the retailer and ask for the courier investigation evidence.
Is a collection point scan enough proof?
Not always. Ask for proof that the correct parcel was delivered to the correct location and was collected by you or made available to you.