InPost Parcel Problems & Refunds
Choose the InPost problem that matches what happened, save the right evidence, and work out whether to contact InPost, the retailer or the marketplace.
ParcelClaim can turn your order details, InPost parcel number, tracking evidence and requested outcome into a structured refund or complaint letter.
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InPost tracking not updating
Use this when tracking is stuck, has no recent scan, says label created, or has not moved after InPost received the parcel.
DeliveredInPost delivered but not received
Use this when tracking says delivered, collected or ready but you do not have the parcel.
LockerInPost locker empty or parcel missing
Use this when the locker opens but the compartment is empty, the parcel cannot be found, or the collection process does not match the tracking.
Who should you contact?
Retailer or marketplace order
Report the problem to the store or marketplace as well as saving the InPost evidence. InPost's current guidance says online-order and marketplace customers should report problems to the seller first so it can investigate and provide any refund due.
You bought the InPost label yourself
If you purchased the label directly through InPost's website or app, the InPost contact and claims route may apply. Keep the parcel number, proof of value, tracking and drop-off evidence.
Useful InPost timing points
| Situation | Current InPost guidance |
|---|---|
| Tracking has stopped | InPost says occasional delays can happen. If there has been no tracking update for 72 hours after InPost received the parcel, contact Customer Care. |
| Parcel ready in locker | You normally have three days (72 hours) to collect it before it is returned to the seller. |
| Online order has a problem | Report it to the retailer or marketplace so it can investigate and deal with any refund due. |
Evidence to save before anything changes
- InPost parcel or tracking number;
- screenshots of the tracking status and timestamps;
- retailer or marketplace order confirmation;
- collection code, QR code or app screen where relevant;
- locker location and the exact time you attended;
- photos of an empty compartment or locker problem where possible;
- messages with the retailer, marketplace or InPost;
- proof of payment and item value.
If the locker opens but the parcel is not there
Do not treat this as an ordinary tracking delay. Save the locker location, collection code, parcel number and exact time. If possible, photograph the empty compartment before closing it. Report the mismatch promptly to InPost and to the retailer or marketplace.
Use the dedicated InPost locker empty or parcel missing guide for the strongest evidence checklist and escalation route.
If tracking has not updated
A tracking gap does not automatically prove the parcel is lost. InPost's tracking page says that if there has been no update for 72 hours after it received the parcel, Customer Care can investigate. If the retailer's promised delivery date has passed, contact the retailer as well rather than waiting indefinitely.
Official InPost pages
InPost parcel problem FAQs
What should I do if InPost tracking is not updating?
Save the tracking and parcel number. InPost says that if there has been no update for 72 hours after it received the parcel, contact Customer Care. If it is a retailer order and the delivery is late, contact the retailer too.
What should I do if an InPost locker opens but there is no parcel?
Save the parcel number, collection code, locker location and time, photograph the empty compartment if possible, and report it promptly to InPost and the retailer or marketplace.
Who should I contact if an InPost online order has a problem?
InPost's current guidance says to report marketplace and online-order problems to the store or marketplace first so it can investigate and provide any refund due.
How long do I have to collect an InPost locker parcel?
InPost says you normally have three days, or 72 hours, to collect it after it arrives. Uncollected parcels are returned to the seller.