Step 1: Check Your Tracking
First thing: look up your tracking number on the courier's website. You'll need your tracking number for every step after this, so find it from your receipt, email, or parcel documentation.
Here's where to check tracking for the main UK couriers:
- Royal Mail: www.royalmail.com/track-your-item
- DPD: www.dpd.co.uk/tracking
- Evri (Hermes): www.evri.com/track-your-parcel
- Yodel: www.yodel.co.uk/tracking
- ParcelForce: www.parcelforce.com/track-your-parcel
Look at the tracking details carefully. What's the last update? Is it marked as delivered, out for delivery, or stuck at a sorting centre?
Step 2: Check the Safe Place and Ask Around
Even if tracking says "delivered", it might not be obvious where. Couriers often leave parcels in safe places to protect them from theft. Check:
- Your front porch or side gate (even if you're not home)
- Your back garden
- Behind wheelie bins or garden furniture
- Your garage or shed (if accessible to the courier)
- With a neighbour (couriers often leave parcels with neighbours if you're not home)
- A nearby safe place you agreed on the delivery instructions
Also ask your neighbours directly. Many people don't realise a courier has left a parcel with them until you ask. Check your doorbell camera if you have one to see exactly where it was left.
Step 3: Wait the Right Amount of Time
Don't rush to make a claim immediately. Couriers have different guaranteed delivery times, and claims can only be made after that window has passed:
| Courier | Service | Guaranteed Delivery Time |
|---|---|---|
| Royal Mail | 1st Class | Next working day |
| Royal Mail | 2nd Class | 2-3 working days |
| Royal Mail | Special Delivery | Next working day (9am) |
| DPD | Next Day | Next working day (6pm) |
| DPD | 2-3 Days | 2-3 working days |
| Evri | Next Day | Next working day |
| Evri | Standard | 3-5 working days |
| Yodel | Next Day | Next working day |
| Yodel | Standard | 2-3 working days |
| ParcelForce | 24 Hours | Next working day |
Wait until at least one working day after the guaranteed delivery date before escalating. Delays happen. A parcel that's late by a day or two isn't officially lost yet. However, once the guaranteed delivery window has passed, move to the next step.
Step 4: Contact the Courier
Ring or email the courier with your tracking number. Tell them the parcel hasn't arrived and provide the expected delivery date and address. They'll investigate the shipment and either:
- Find that it's been delayed and let you know a new delivery date
- Discover it's been damaged in transit and arrange a replacement or refund
- Confirm it's lost and offer to open a claim
The courier's customer service team can often see things in the tracking system that aren't visible to you online, so it's worth contacting them before filing a formal claim.
Step 5: Make a Claim (If Required)
If the courier confirms the parcel is lost, you can file a claim. Compensation varies by courier and service level. Here's what each courier typically offers:
| Courier | Max Compensation | Timeline |
|---|---|---|
| Royal Mail | £20 (1st/2nd Class) | Must claim within 1 year of sending |
| Royal Mail | Up to £46 (Special Delivery) | Must claim within 1 year |
| DPD | Up to £50 | Must claim within 30 days of sending |
| Evri | Up to £20 | Must claim within 14 days of sending |
| Yodel | Up to £20 | Must claim within 28 days of sending |
| ParcelForce | Up to £46 | Must claim within 12 months |
These are standard compensation amounts. Some services offer higher limits if you paid for tracked or insured delivery. Check your receipt or order confirmation to see what level of protection you bought.
Important: Who Is Responsible?
If You're the Buyer (Receiving a Parcel)
If you've bought something online, the seller is technically responsible for the parcel until it reaches you. However, the courier bears liability for loss in transit. What this means in practice: contact the seller first. They often have an insurance claim against the courier and can help you get a refund or replacement faster than going through the courier directly.
If You're the Seller (Shipping a Parcel)
You're responsible for ensuring the parcel arrives at the buyer's address. If it's lost, the buyer will contact you for a refund or replacement. You can then make a claim against the courier for compensation. Keep evidence of the original weight, contents, and value in case you need to claim.
What Happens if You Can't Claim (Time Limit Expired)
If you've missed the claim deadline for your courier (usually 14-30 days from sending), contact customer service and explain the situation. Some couriers will still consider a claim if it was a genuine delay in discovering the parcel was lost. It's worth asking, but there's no guarantee.
Preventing This From Happening
For valuable items, consider paying for tracked delivery (most couriers include tracking for free now). For high-value parcels, buy additional insurance or use a courier that offers a higher compensation limit. Keep all receipts and order confirmations so you have proof of the sending date and service level if a claim becomes necessary.
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