DPD lost your parcel
Use this when a DPD parcel appears lost in transit or can no longer be located. Covers retailer refunds, sender claims, tracking evidence, proof of value and escalation.
DPD lost parcel refund guide →DPD Parcel Problems & Refunds
Lost parcel, missing delivery, tracking problem, damage or delay? Choose what happened and follow the DPD guide built for that exact problem.
Start with the right route: if you bought goods from a retailer or seller, your refund or replacement request will usually start with them. If you booked and paid DPD to send the parcel yourself, you may need the sender claim route instead.
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These guides are separated by problem so that you do not have to work through advice that does not match your case.
DPD tracking is not updating
Use this when tracking is stuck, unchanged, not recognised, sitting at a depot or only shows that parcel details were received. Covers scan gaps, delays and when to escalate.
DPD tracking not updating guide →DPD says delivered, but you have no parcel
Use this when DPD says delivered but nothing arrived. Covers the delivery photo, timestamp, GPS/location evidence, safe places, neighbours and Pickup shop scans.
DPD delivered but not received guide →Your DPD parcel arrived damaged
Use this for crushed, torn, wet, opened or broken deliveries. Covers damage photos, packaging evidence, keeping the item, retailer responsibility and sender claims.
DPD damaged parcel guide →Your DPD delivery is late
Use this for a missed one-hour slot, depot delay, late next-day or timed delivery, or a parcel that has gone beyond the retailer’s promised delivery date.
DPD late delivery guide →DPD lost your return parcel
Use this when a return disappears after handover. Covers retailer-supplied labels or QR codes, self-paid DPD postage, drop-off proof, tracking and who should investigate.
DPD lost return guide →A DPD parcel was stolen from your doorstep
Use this if DPD left the parcel outside, in a communal area or an unsafe place and it disappeared. Covers safe-place authorisation, delivery photos, CCTV and theft evidence.
DPD doorstep theft guide →DPD lost parcel or just delayed?
A tracking gap does not always mean the parcel has been formally lost. Start by checking the latest DPD tracking information and saving screenshots of the status you can see now.
Tracking has stopped or looks stuck
Start with the DPD tracking not updating guide. It helps you decide whether you are dealing with a delay, a scan problem or a parcel that may now be missing.
DPD or the sender accepts the parcel is lost
Move to the DPD lost parcel refund guide for the refund, replacement or sender-claim route.
Who should you contact about a DPD parcel?
The right person to pursue depends on who arranged the delivery.
You bought something from a retailer or seller
For many UK consumer purchases, the retailer remains responsible for getting the goods to you. If a DPD delivery goes missing before you receive it, your refund or replacement request will usually be made to the retailer rather than treated as your own courier compensation claim.
You booked DPD to send the parcel yourself
If you purchased the delivery service yourself, you may be the person with the direct sender claim route. Keep your booking details, parcel value evidence, tracking and proof of posting or collection.
Consumer purchase? Section 29 of the Consumer Rights Act 2015 deals with when risk in goods passes to the consumer. Your exact position can depend on who arranged the carrier and the facts of the order, so use the specific guide for your situation.
Evidence to save before you complain
Do this early, because tracking screens and delivery information can change.
Save the DPD tracking
Take screenshots showing the parcel number, scans, dates and current delivery status.
Keep the order or booking confirmation
Save the retailer order confirmation or, if you sent the parcel yourself, the DPD booking and service details.
Keep proof of value
Save the invoice, receipt, order page or other evidence showing what the missing or damaged goods were worth.
Preserve delivery evidence
If the parcel was marked delivered, save the delivery photo, safe-place information, messages and any relevant CCTV or doorbell footage.
Keep every reply
Save retailer, seller and DPD messages so you can show what has already been reported and what response you received.
Turn your DPD evidence into a refund request
ParcelClaim creates a personalised letter using your courier, retailer, tracking, evidence and requested outcome.
Create My DPD Refund Letter – £2.99Secure Stripe checkout · Instant PDF · No subscriptionUseful official DPD pages
Independent guide: ParcelClaim is not DPD and is not affiliated with DPD. DPD is a trade mark of its respective owner. Always check current DPD help pages and terms for service-specific claim rules.
DPD parcel problem FAQs
What should I do if DPD has lost my parcel?
Save the tracking and your order or booking evidence first. If you bought goods from a retailer, start with the retailer refund or replacement route. If you booked the DPD delivery yourself, use the sender claim route. The DPD lost parcel guide covers both.
What if DPD tracking has not updated?
A tracking gap can be a delay, missed scan or handover problem rather than proof the parcel is lost. Save the current tracking and use the DPD tracking guide first.
What if DPD says delivered but I did not receive it?
Save the delivery status, photo, timestamp and any location information. Check any authorised safe place, neighbour or Pickup shop record, then use the DPD delivered-but-not-received guide.
What if my DPD parcel arrived damaged?
Keep the damaged item and packaging, photograph the outer and inner packaging, label and damage, then use the DPD damaged parcel guide for the retailer or sender route.
What if my DPD delivery is late?
Save the promised delivery date, tracking and any one-hour slot. The DPD late delivery guide covers missed slots, next-day delays, delivery-charge refunds and final delivery deadlines.
What if DPD lost a parcel I was returning?
Keep proof of handover, tracking and the return label or QR code. If the retailer supplied the return route, ask it to investigate; if you bought DPD postage yourself, the sender claim route may apply. See the DPD lost return guide.
What if DPD left my parcel outside and it was stolen?
Save the delivery photo, safe-place settings, tracking and any CCTV or doorbell evidence. Whether you authorised the exact location matters. Use the DPD doorstep theft guide.
Should I contact DPD or the retailer?
If you bought goods from a retailer and the retailer arranged DPD, your consumer complaint will usually begin with the retailer. If you personally booked and paid for DPD to carry the parcel, the sender claim route may apply instead.