Parcel Marked as Delivered But Not Received? What to Do in the UK

Reviewed: 1 May 2026 | ParcelClaim Guides

If your tracking says "delivered" but you have nothing in your hands, you are still protected by UK law. Under the Consumer Rights Act 2015 section 29, the retailer is responsible for your parcel until it is in your possession. That means they must refund or resend, even if the courier claims it was delivered. You do not need to chase Evri, DPD, Royal Mail or Yodel yourself.

Key point: Your contract is with the shop, not the courier. "Delivered" on a tracking page does not equal legal delivery to you.

Check these first (takes 2 minutes)

Before you contact the retailer, do these quick checks so they cannot fob you off:

Ask neighbours and household. Couriers often leave with number 12 instead of 21.
Check all safe places. Porches, bins, behind plant pots, sheds and garages.
Look at the photo proof carefully. Is it actually your door, your house number, your mat?
Check for a calling card. Royal Mail and DPD sometimes leave a card if taken to a Post Office or shop.
Wait until end of day. Some drivers mark "delivered" early to meet targets.

What counts as proof of delivery (and what doesn't)

Retailers often send a courier photo as "proof". Here is what actually counts under UK law:

Valid proof

Photo clearly showing your house number or door
GPS coordinates matching your postcode
Signature from named person at your address
Timestamp within the delivery window

Not valid

Photo of a random porch with no number
GPS 200m away on another street
Photo of neighbour's door
No photo at all, just "delivered"
Delivery to a "safe place" you never agreed

Example: how this works

Sarah ordered trainers from ASOS for £85. Evri tracking showed "delivered" at 14:03 with a photo of a blue door. Sarah's door is red, and GPS showed the next street. She sent the retailer the letter template below. ASOS refunded within 3 days without asking her to contact Evri.

Who is legally responsible

It is always the retailer, not the courier. Your contract is with the shop you paid, not Evri, DPD, Amazon Logistics or Royal Mail.

Under section 29 of the Consumer Rights Act 2015, goods remain at the trader's risk until they come into your physical possession. "Delivered" on a tracking page does not equal possession. If the retailer says "contact the courier", that is incorrect. Politely refer them back to their legal duty and ask for a refund or replacement within 14 days.

What to send the retailer today

Send a written notice. Use email or chat and keep a copy.
Include the facts. Order number, date, tracking reference and what is missing.
Attach evidence. Screenshot of tracking, their photo proof, and a photo of your actual door for comparison.
State the legal basis. Refer to your rights under the Consumer Rights Act 2015 – the full correct wording is included in the paid letter.
Request a clear remedy. Ask for a refund or replacement within a reasonable timeframe.

Need the exact wording?

Create the exact letter to send your retailer – ready in 2 minutes

Create Your Letter – £3.99

What your letter needs to include

[Your name and address] [Date] [Retailer name] Customer Services Re: Order [XXXX] – Parcel marked delivered but not received Dear Sir/Madam, 1. The facts – order date, item, value, courier, tracking number, what tracking says 2. What you checked – neighbours, safe places, why photo proof does not match 3. Legal basis – [full Consumer Rights Act 2015 wording included in paid letter] 4. Remedy requested – [refund wording plus delivery charge, or replacement wording] 5. Evidence attached – tracking screenshot, their photo, photo of your door [Full formal wording, escalation paragraph, and correct legal citations are generated automatically when you create your letter]

Need help with a specific courier?

For courier-specific tactics, see our detailed guides:

Evri delivered but missing guide DPD delivered but missing guide Generate your claim letter

Frequently asked questions

Do I have to contact Evri, DPD, or Royal Mail myself?

No. Your contract is with the retailer. They must resolve it with their courier. You can help by providing details, but you are not required to open a courier claim.

The retailer says it's delivered and shows a photo. Do I still get a refund?

Yes, if the photo does not prove delivery to you. A valid photo must show your property, your door number, or be signed for by you. A picture of a random porch or a neighbour's door is not proof of possession.

How long does the retailer have to refund me?

Most retailers refund within 14 days once you report non-delivery. If they delay, remind them of their duty under the Consumer Rights Act 2015 and consider a formal letter before claim or a chargeback.

What if the retailer refuses and tells me to claim from the courier?

That is against UK law. Reply in writing, restate section 29, and ask for a final response. If they still refuse, escalate to your bank for a Section 75 or chargeback claim, or use our letter generator to send a formal notice.