Parcel Marked as Delivered But Not Received? Your UK Refund Rights

Updated 14 May 2026 by ParcelClaim Research Team | UK delivered-but-not-received guide

If your parcel is marked as delivered but nothing arrived, do not rely only on the tracking status. A delivery scan, photo, signature, GPS location, safe-place note, or neighbour delivery may help explain what happened, but the evidence still needs to show the parcel actually reached your address or someone you authorised.

This guide explains who to contact first, what proof of delivery to check, what evidence may be weak, what to do if you bought the item, and what to do if you sent the parcel yourself.

If you are not sure which situation applies yet, start with our Where is my parcel guide to work out whether your parcel is delayed, lost in transit, marked delivered, left in a safe place, or ready to escalate.

If the parcel arrived but the item was broken, crushed, leaking or damaged, use our parcel damaged on delivery guide instead.

If your order has not arrived and you want to ask the retailer for your money back, use our parcel not delivered refund guide for the evidence to save and what to ask for.

If your missing parcel was an Amazon order, use our Amazon says delivered but not received guide for Amazon Photo on Delivery, Marketplace Seller, one-time passcode and A-to-z Guarantee steps. If it was an eBay order, use our eBay parcel delivered but not received guide for seller messages, tracking evidence, item-not-received cases and asking eBay to step in. If it was a Vinted order, use our Vinted parcel delivered but not received guide for lockers, collection points, pickup codes, seller messages and Buyer Protection evidence.

If the parcel was left on your doorstep, porch or another exposed location and then disappeared, use our parcel stolen from doorstep guide for evidence, retailer wording and next steps.

Who should you contact first?

The right route depends on whether you bought the item or sent the parcel yourself.

Check these first before complaining

Before you contact the retailer or courier, collect the basic facts so your complaint is harder to dismiss:

• Ask neighbours and household members. Check both sides, across the street, and anyone else who may have accepted it.
• Check safe places. Look in porches, behind bins, sheds, garages, side gates, and places listed in the tracking.
• Save the tracking page. Screenshot the “delivered” status, tracking number, date and time.
• Save the delivery photo. Check whether it actually shows your door, house number, building entrance, or recognisable feature.
• Wait until the end of the day if the scan is very recent. Occasionally, tracking updates can appear before the parcel is found, handed over, or corrected.

Before contacting the retailer, use our missing parcel evidence checklist to save the right proof, including tracking screenshots, delivery photos, timestamps, safe-place notes and retailer messages.

If the courier delivery photo shows a different door, flat entrance, porch, hallway or location you do not recognise, use our delivery photo is not my house guide to challenge the photo evidence clearly.

What counts as proof of delivery?

A tracking update alone may not be enough if the parcel was not actually delivered to your address or to someone you authorised. Stronger proof usually links the parcel clearly to your property or to a person you identified to receive it.

What may not prove delivery?

If the retailer sends delivery evidence, check whether it actually matches your address. You can challenge evidence that is unclear, incomplete, or points somewhere else.

Who is responsible if you bought from a retailer?

If you bought from a retailer, your first claim is usually against the retailer, not the courier. The courier may have the delivery record, but the retailer is normally the party that needs to investigate the courier evidence.

Under section 29 of the Consumer Rights Act 2015, goods remain at the trader’s risk until they come into the physical possession of the consumer or someone identified by the consumer to receive them.

If the retailer tells you to contact the courier instead of dealing with the missing parcel complaint, read our retailer says contact courier guide for the wording to send back.

Buyer claim vs sender claim

The right complaint route depends on whether you bought the item or sent the parcel yourself.

What to send the retailer today

1. Send a written message. Use email, chat, or a complaint form and keep a copy.
2. Include the facts. Add your order number, delivery date, tracking reference, courier name, and what the tracking says.
3. Attach evidence. Include the tracking screenshot, delivery photo, and a photo of your actual door if the courier photo is unclear or wrong.
4. Ask for the full delivery record. Request the photo, timestamp, signature, safe-place note, neighbour details, and GPS/location data where available.
5. Ask for a clear remedy. Request a refund, replacement, or proper evidence that the parcel was delivered to you or someone you authorised.

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What your claim letter should include

A weak message like “my parcel didn’t arrive” is easy to dismiss. A stronger letter should identify the order, challenge the delivery evidence, and ask for a clear outcome.

Courier-specific delivered-but-not-received guides

Different couriers use different delivery evidence. Use the guide that matches your tracking:

Your 14-day escalation timeline

If the retailer does not resolve it, keep everything in writing and escalate in stages.

• Day 1: Send your first written complaint with screenshots, tracking details, and a clear request for refund or replacement.
• Day 3: Follow up in the same thread if there is no useful response.
• Day 7: Ask for a final response if they still rely only on the tracking status.
• Day 14: Consider escalating through your bank, credit card provider, marketplace support, Resolver, or a formal complaint route.

If the retailer refuses

If the retailer has already rejected your refund request, see our refund refused for missing parcel guide for what to send back next.

Some retailers may say the courier has confirmed delivery. You can still ask them to show proper evidence that the parcel reached your address or someone you authorised.

• Chargeback: Contact your bank as soon as possible. Chargeback claims usually need to be started within around 120 days of the transaction or the date the goods were due to arrive.
• Section 75: If you paid by credit card and the item cost between £100 and £30,000, you may be able to claim from the credit card provider if the retailer has breached the contract.
• Marketplace support: If you bought through a marketplace, use their buyer protection or dispute route.
• Formal complaint: Ask the retailer for a final response and keep a full paper trail.

This guide is general consumer information, not legal advice. For formal legal action, check official guidance or speak to a qualified adviser.