Parcel Claim Guides
Plain-English UK guides for missing parcels, disputed delivery photos, safe-place problems, wrong-address deliveries, courier evidence, retailer refusals and bank escalation.
Use the free guide that matches your delivery problem, then create a tailored refund letter with your order details, tracking evidence and requested outcome.
How to use this guide hub
Start with Where is my parcel? if you are unsure. Then use the refund, evidence, delivery problem, retailer, marketplace, courier or escalation guide that matches your situation.
Core parcel claim guides
Use these if you are not sure what evidence to save, who to contact first, whether to ask for a refund, or which missing parcel guide applies.
Where is my parcel?
Start here if your parcel has not arrived, tracking is stuck, the courier says delivered, or you are unsure which guide applies.
Refund HelpParcel not delivered refund
Use this if your order has not arrived and you want to ask the retailer for a refund, replacement or redelivery.
Main GuideParcel marked as delivered but not received
Your UK route, who to contact first, what proof of delivery to check, and what to do if the retailer or courier refuses to help.
Proof IssueTracking says delivered but no proof
Use this if tracking says delivered but there is no clear photo, signature, safe-place note, neighbour detail or location evidence.
No PhotoParcel says delivered but no photo
Use this if the courier or retailer says delivered but no delivery photo has been provided.
Free ChecklistMissing parcel evidence checklist
Free checklist showing what to save before contacting the retailer, courier, bank or card provider.
Specific delivery dispute guides
Use these when the parcel is lost in transit, a return is missing, the parcel is damaged, stolen, left somewhere unsafe, delivered to the wrong place, or only part of the order arrived.
Parcel lost in transit
What to do if tracking has not updated, the courier says delayed, or your parcel appears lost before delivery.
Lost ReturnReturn parcel lost by courier
What to do if you sent an item back, the courier lost it, or the retailer says your return was not received.
Damaged ParcelParcel damaged on delivery
What to photograph, who to contact first, and how to ask for a refund, repair or replacement.
Weather DamageCourier left parcel in rain
What to do if a parcel was left outside, got wet, and the item or packaging was damaged.
Doorstep TheftParcel stolen from doorstep
What to do if a parcel was left on your doorstep, porch, hallway or exposed location and then appears to have been stolen.
Shared BuildingParcel stolen from communal hallway
Use this if the parcel was left in a shared hallway, entrance area, lobby or block and then went missing.
Safe PlaceParcel left in safe place but missing
What counts as an authorised safe place and what to do if a courier left your parcel somewhere unsafe or unapproved.
Wrong AddressParcel delivered to wrong address
What to do if the courier delivered your parcel to the wrong house, flat, neighbour, building or safe place.
Wrong FlatParcel delivered to wrong flat
For apartment, block, shared entrance and flat-number delivery disputes.
Old AddressParcel delivered to old address
Use this if your parcel went to a previous address, saved address or old delivery location.
NeighbourParcel delivered to neighbour but not received
What to do if tracking says your parcel was delivered to a neighbour but you still do not have it.
SignatureParcel signed for but not by me
Use this if the courier shows a signature, name or handover that you do not recognise.
LockerParcel locker empty or parcel missing
Use this if a locker, pickup code or collection point says the parcel is there but it cannot be found.
I Was HomeCourier says delivered but I was home
Use this when the delivery claim conflicts with the fact you were home or watching for the parcel.
Missing ItemMissing item from parcel
What to save if the parcel arrived but an item is missing from inside the package.
Partial OrderPart of order missing
Use this if only some items arrived, the parcel was short, or the retailer says the rest was sent separately.
RecoveryCan’t recover a parcel from neighbour
Use the neighbour guide if a courier claims a handover but the parcel cannot be recovered.
Delivery photo, GPS, signature and weak-proof guides
Use these when the retailer or courier relies on tracking, GPS, a photo, a signature, a delivery scan, or no clear proof at all.
Delivery photo is not my house
What to do if the courier delivery photo shows the wrong door, flat entrance, porch, hallway, safe place or address.
No ProofTracking says delivered but no proof
Challenge delivered scans with no photo, signature, GPS, safe-place note or handover detail.
No PhotoParcel says delivered but no photo
Use this when the retailer says delivered but cannot show a delivery image.
GPS ProofRetailer says GPS confirms delivery
What to ask when the retailer relies on GPS/location data but you did not receive the parcel.
SignatureParcel signed for but not by me
What to ask if a signature, name or handover record is not recognised.
Disputed ScanCourier says delivered but I was home
How to challenge a delivery scan that does not match what happened at your address.
Amazon, eBay, Vinted, retailers and marketplace routes
Use these when the missing parcel is tied to a specific retailer, app, marketplace, seller, account balance or platform support process.
Amazon parcel not arrived
Amazon-specific help for orders that are delayed, tracking has stopped, or you need to ask for a refund.
AmazonAmazon says delivered but not received
Amazon Logistics, Photo on Delivery, Marketplace Sellers, one-time passcodes and A-to-z refund routes.
Amazon LogisticsAmazon Logistics delivered but not received
Amazon delivery photo, safe-place disputes, Marketplace seller routes, A-to-z Guarantee and refund escalation for missing Amazon deliveries.
ASOSASOS parcel not delivered
ASOS-specific help for missing orders, courier evidence, refunds, replacements and delayed tracking.
ArgosArgos parcel not delivered
Argos-specific help for missing deliveries, courier evidence, refunds, replacements and Click & Collect issues.
BootsBoots parcel not delivered
Boots-specific help for missing parcels, tracking issues, delivery evidence, refunds and replacements.
CurrysCurrys parcel not delivered
Currys-specific help for missing tech orders, courier proof, high-value evidence and refund routes.
eBayeBay parcel delivered but not received
eBay-specific help for tracking evidence, seller messages, item-not-received cases and asking eBay to step in.
H&MH&M parcel not delivered
H&M-specific help for missing clothing orders, tracking, courier proof, refunds and replacements.
JD SportsJD Sports parcel not delivered
JD Sports-specific help for missing trainers, clothing and sportswear orders.
John LewisJohn Lewis parcel not delivered
John Lewis-specific help for missing orders, Click & Collect updates, courier proof, refunds and replacements.
M&SMarks & Spencer parcel not delivered
M&S-specific help for missing orders, delivery evidence, refunds, redelivery and replacement requests.
NextNext parcel not delivered
Next-specific help for missing orders, account evidence, courier proof, refunds and replacements.
SheinShein parcel delivered but not received
Shein app and website tracking, courier proof, split shipments, refunds and missing-order evidence.
Sports DirectSports Direct parcel not delivered
Sports Direct-specific help for missing trainers, clothing, sportswear and partial orders.
TemuTemu parcel not delivered
Temu app tracking, local courier handoffs, split packages, refunds and missing-order evidence.
VeryVery parcel not delivered
Very-specific help for missing orders, account balances, partner dispatch, courier proof and refund requests.
VintedVinted parcel delivered but not received
Vinted Buyer Protection, lockers, collection points, pickup codes, seller messages and refund evidence.
ZaraZara parcel not delivered
Zara-specific help for missing orders, delayed tracking, courier proof, refunds and replacements.
Retailer ProblemRetailer says contact the courier
What to do if the retailer blames Evri, DPD, Royal Mail, Yodel or another courier and refuses to deal with your complaint.
Retailer ProblemRetailer says GPS confirms delivery
What to ask when the retailer relies on GPS/location data instead of resolving the missing parcel properly.
Courier-specific parcel guides
Use these when the tracking problem, lost parcel, refund route or proof of delivery involves Royal Mail, Evri, DPD or Yodel.
Evri tracking not updating
What to do if Evri tracking is stuck, delayed, not moving, out for delivery with no update, or showing no recent scan.
Evri DepotEvri parcel stuck at depot
Evri depot delays, local depot scans, whether you can collect, what evidence to save, and when to push the retailer.
Evri RefundEvri lost parcel refund
Buyer refund route, sender claim route, Evri lost parcel evidence, retailer escalation and refund or replacement wording.
Courier GuideEvri delivered but not received
Evri-specific help for delivery photos, safe-place notes, neighbour delivery, GPS/location data and retailer refund wording.
Royal Mail TrackingRoyal Mail tracking not updating
Royal Mail tracking stuck, pending, not scanned, delayed, or not fully trackable, plus when to ask the sender or retailer to investigate.
Royal Mail RefundRoyal Mail lost parcel refund
Buyer refund rights, sender compensation claims, Royal Mail claim timing, evidence and escalation if the item is missing.
Courier GuideRoyal Mail delivered but not received
Royal Mail-specific help for Safeplace, neighbour delivery, Tracked 24/48, signatures, collection points and proof of delivery.
DPD TrackingDPD tracking not updating
DPD tracking stuck, delayed, not recognised, still on parcel details, at depot, or out for delivery with no arrival.
DPD RefundDPD lost parcel refund
DPD missing parcel evidence, buyer refund route, sender claim route and what to ask the retailer if DPD cannot locate it.
Courier GuideDPD delivered but not received
DPD-specific help for delivery photos, timestamps, GPS/location evidence, neighbour delivery and Pickup shop scans.
Yodel TrackingYodel tracking not updating
Yodel tracking stuck, no tracking information, with sender, delayed, at depot, or out for delivery but not arrived.
Yodel RefundYodel lost parcel refund
Yodel missing parcel refund route, sender/contract-holder claims, parcel protection and evidence to save before escalating.
Courier GuideYodel delivered but not received
Yodel-specific help for safe-place notes, delivery photos, neighbour delivery, Yodel Store scans and retailer refund wording.
What to do if the retailer refuses
Use these when the retailer rejects your refund, says the delivery case is closed, you need to contact your bank, or you are considering a formal letter before action.
Refund refused for missing parcel
What to do if the retailer refuses a refund, relies on tracking, blames the courier, or closes the delivery investigation.
Formal EscalationLetter before action for missing parcel
What to include before sending a formal missing parcel letter, what evidence to attach, and what to avoid.
Bank RouteChargeback for missing parcel
When chargeback may help after a missing parcel, what evidence to send your bank, and what to do if the retailer refuses.
Credit CardSection 75 for missing parcel
When credit card Section 75 protection may help after a missing parcel and how it differs from chargeback.
Need the wording, not just the guide?
Generate a tailored UK parcel refund letter for a missing, delayed, damaged, wrongly delivered, safe-place or disputed parcel.
Start Refund Letter