Lost Parcels: What to Do and How to Protect Yourself

Did you know that over 14.8 million people (that’s more than a third (36%) of all online shoppers in the UK) experienced a delivery issue with a parcel they received in November 2024 alone?

It’s worrying statistics like these that have senders and recipients looking for ways to make sure parcels arrive safely. As an online parcel consolidation and aggregator, we’re here to cut through the noise.

We’ll explain what to do immediately when a parcel goes missing (for both received and sent items), how to escalate effectively, and the simple steps that dramatically reduce your risk.

GET THE BEST RATES

If your parcel is lost (received items)

Does your tracking say ‘delivered’, but there’s no package in sight? Before you panic, wait: take a moment, and consider these steps.

- Start with a sweep of your property: check the tracking for an up-to-date report, and look for a delivery photo or driver note.
- Ask neighbours, reception or a concierge if they’ve taken it in.
- If the order came from outside the UK, make sure there aren’t VAT, customs duty or handling fees outstanding – couriers won’t release the parcel until these are paid.

Have you taken these steps, and still, no parcel? It’s time to investigate.

1. Contact the retailer

If you bought from a business, your contract is with the retailer, not the courier.

The seller is responsible for getting the goods to you, and they should chase their courier. You can go as far as to ask for a redelivery or a refund under the Consumer Rights Act 2015. If you need wording, adapt this line:

‘Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015. Time is essential. Please deliver the item without undue delay, or issue a full refund.’

Retailers should liaise with their courier – it isn’t on you to do that work.

2. Contact the courier/carrier

Use the tracking number to request delivery evidence, such as photos and driver notes, and ask them to initiate an internal investigation.

Keep a record of every interaction (dates, names, chat transcripts). Most couriers impose strict reporting windows for loss/theft, so act quickly if they need information from you.

3. File a police report (if stolen)

Police often won’t investigate a one-off doorstep theft, but a crime reference number helps with claims from retailers, card providers, or insurers.

If you’ve found evidence of a crime, either from Ring Doorbell footage or neighbours' CCTV, then definitely escalate it with the police: this could potentially help solve other cases of theft in the area.

4. Contact your payment provider

Paid by credit card? For items costing £100–£30,000, Section 75 can make the card issuer jointly liable if the retailer doesn’t resolve things.

For lower amounts or debit cards, ask about chargeback. Your bank will explain the process and timelines to you.

If your parcel is lost (sent items)

Wondering what your rights are as a sender? Well, if you arranged the shipment yourself, your contract is with the postal operator or courier you paid, not the recipient.

You’re likely entitled to compensation, but any claim for loss, delay or damage (and what you can recover) will depend on the service level, evidence you can provide, and any exclusions in the carrier’s terms.

1. Contact the Retailer/Seller (if applicable)

If you sold the item through your own shopfront or a marketplace, check the platform’s dispute rules and your seller obligations. You may need to refund or replace to keep within marketplace policies while you open a claim with the courier.

Set clear expectations with the buyer regarding timings for your investigation and any compensation outcome. As this is going on, be sure to keep them updated with any relevant tracking and claim references.

Trading Standards Guidance stresses that the delivery contract sits with the business that arranged it, so you should lead the process and pursue the carrier in parallel.

2. Open an investigation with the courier

As soon as you know the parcel has failed to arrive at its destination, start the carrier’s loss/damage process. You’ll typically be asked for proof of posting, the full tracking history, a description and value of the contents, and photos of the packaging.

It’s essential to read the fine print before submitting: inadequate packaging and ‘non-compensation’ or excluded items can void any payout.

3. Contact the Postal Redress Scheme

If your complaint is with Royal Mail, and you’ve followed their complaint procedure (including, where relevant, the Postal Review Panel) without a satisfactory outcome, you can escalate to the Postal Redress Service (POSTRS).

POSTRS is an independent alternative dispute resolution scheme run by CEDR. You can go straight to POSTRS if Royal Mail takes longer than 90 days to resolve your complaint or hasn’t followed its own process.

COMPARE PRICES TODAY!