Missing Item From Parcel? What to Do in the UK
This guide is for cases where a parcel was delivered, but one item was missing from inside the package. It is slightly different from a whole missing parcel, or a split order where only part of the order has arrived.
It can happen with clothing, trainers, phones, accessories, cosmetics, health products, electronics, toys, household goods or multi-item orders from retailers such as Amazon, ASOS, H&M, Zara, Boots, Argos, Currys, John Lewis, M&S and Very.
Don’t just say an item is missing. Set out your order number, item list, packing note, parcel label, packaging photos, what arrived, and whether you want a refund, replacement or redelivery.
Missing item from parcel vs part of order missing
| Situation | What it means | Best guide |
|---|---|---|
| Missing item from parcel | The parcel arrived, but an item that should have been inside was missing. | This guide |
| Part of order missing | Only some of the order arrived, possibly because the retailer split delivery. | Part of order missing |
| Whole parcel missing | No parcel arrived at all. | Parcel not delivered refund |
| Parcel arrived damaged/opened | The packaging looks torn, opened, wet, resealed or tampered with. | Parcel damaged on delivery |
What to do straight away
Try not to throw away the packaging until the issue is resolved. The box, parcel bag, tape, label, weight and packing note can all matter.
- Take photos of the outside packaging. Include the label, seams, tape, corners and any damage.
- Take photos of the inside packaging. Include tissue paper, air bags, dividers, plastic bags, tags, leaflets and the packing note.
- Photograph what actually arrived. Put the received items together and photograph them clearly.
- Save the order confirmation. Screenshot the item name, quantity, size, colour, model, price and order number.
- Check for split delivery. Look for separate tracking numbers or dispatch emails.
- Contact the retailer in writing. Keep everything in email, chat or account messages where possible.
Evidence to save
The stronger your evidence, the easier it is to challenge a retailer that simply says the parcel was delivered or the item was packed.
Useful evidence
- Order confirmation
- Item list, size, colour or model
- Dispatch email
- Packing note or invoice
- Parcel label photo
- Outer packaging photos
- Inside packaging photos
- Photos of received items
- Parcel weight if shown
- Retailer chat or email records
Weak evidence on its own
- Only saying “it was missing”
- No photo of the packaging
- No packing note photo
- No list of what arrived
- No order screenshot
- Throwing away the label
- Only relying on tracking status
If the parcel was sealed but an item was missing
A sealed parcel can still have an item missing if the retailer mispacked the order, split the order into another delivery, cancelled an item without making it clear, or sent the wrong quantity. In this situation, the courier tracking is less important than the retailer’s packing and dispatch records.
Tell the retailer exactly what arrived and exactly what was missing. Include size, colour, model number, quantity, SKU if shown, and the price of the missing item. If the order page still shows the item as dispatched, screenshot that before it changes.
- Was the missing item scanned into the parcel?
- Was the item sent separately under another tracking number?
- Was the item cancelled, refunded, substituted or out of stock?
- Does the dispatch weight match the full order contents?
- Can the retailer explain how the missing item was delivered to you?
If the parcel was empty, opened, damaged or resealed
If the package arrived empty, partly open, torn, wet, crushed or resealed, photograph everything before throwing it away. Take wide photos and close-up photos of tape, seams, labels, holes, rips and any different tape used to seal the parcel.
This matters because the issue may be packing error, damage in transit, tampering, or a courier investigation. Keep the parcel label visible in at least one photo so the retailer can link the packaging to your order.
Parcel weight and packing evidence to ask for
Parcel weight can help in a missing-item dispute, especially where the retailer says the full order was packed. Weight evidence is not always available to customers, but you can still ask the retailer to check it internally.
| Evidence | Why it matters |
|---|---|
| Packing record | Shows whether the retailer says the missing item was picked, scanned or packed. |
| Dispatch weight | Can help show whether the parcel weight matched the full order or only the items received. |
| Courier scan weight | May show whether the parcel changed weight during transit, if the courier records this. |
| Packing note | Can show whether the missing item was listed as included, cancelled or to follow separately. |
What to ask the retailer
The retailer should be able to check its order, packing and dispatch records. The courier usually cannot confirm what was inside the parcel unless the package was damaged or weighed during transit.
- whether the missing item was packed in the parcel;
- whether the item was sent separately;
- whether there is another tracking number;
- whether the item was cancelled or out of stock;
- whether a partial refund was already issued;
- what the parcel weight was at dispatch;
- whether the weight matches the full contents;
- whether the parcel could have been opened, damaged or resealed in transit;
- whether they will refund, replace or resend the missing item.
What if the retailer says the item was definitely packed?
Ask them to explain what evidence they are relying on. A warehouse scan or packing note may help them, but you can still ask for a proper investigation if the item did not arrive.
If the parcel looked damaged, opened, wet, torn or resealed, read our parcel damaged on delivery guide as well.
If the retailer asks you to complete a missing item form
Some retailers ask for a missing item declaration, claim form, non-receipt form or investigation statement. Fill it in carefully and keep a copy. Do not guess details you are unsure about. Match the form to your evidence: what arrived, what was missing, when you opened the parcel, and whether the packaging looked damaged or resealed.
If the form asks whether the parcel arrived, be clear that the parcel arrived but the specific item did not. That keeps the dispute focused on the missing item rather than the whole delivery.
If the retailer says tracking proves delivery
Tracking may prove that a parcel was delivered, but it does not always prove that every item inside the order was delivered. If the retailer relies only on courier tracking, reply that the dispute is about the contents of the package and ask for the packing, dispatch and weight evidence.
Simple wording for a missing item complaint
You can start with short wording like this:
Subject: Item missing from delivered parcel — request for refund or replacement
Hello, my parcel has arrived, but one item is missing from inside the package.
The missing item is: [item name / size / colour / model / quantity]. The items I received are: [list received items].
I have kept the packaging, parcel label, packing note and photos of the contents. Please check your packing, dispatch and parcel weight records and confirm whether the missing item was included, sent separately, cancelled or out of stock.
If the item was not delivered to me, please confirm whether you will provide a refund, replacement or redelivery.
This is starter wording only. If the retailer refuses, a stronger tailored letter should challenge the specific evidence they rely on.
Need a clearer missing-item refund letter?
Create a personalised UK refund letter with missing-item wording, packing and dispatch evidence requests, parcel weight wording and a clear refund, replacement or redelivery request.
Start My Refund Letter – £2.99If the retailer refuses
If the retailer refuses to refund or resend the item, ask for the refusal in writing. Then challenge the exact reason they gave.
- If they say the parcel was delivered: explain the dispute is about the missing item, not just the parcel delivery.
- If they say the item was packed: ask for the packing record and parcel weight evidence.
- If they say contact the courier: remind them the courier may not know what was inside the parcel.
- If the parcel was damaged: send packaging photos and ask for a damage investigation.
- If the order was split: ask for the separate tracking number and delivery date.
For escalation, use our refund refused guide, chargeback guide or Section 75 guide.
Related guides
Missing item FAQs
What should I do if an item is missing from my parcel?
Save the order confirmation, packing note, parcel label, packaging photos and photos of the items that arrived. Contact the retailer in writing and ask them to check packing, dispatch and parcel weight records.
Should I contact the courier?
Usually contact the retailer first. The courier may know that a parcel was delivered, but not whether every item was inside the package.
What if the retailer says the item was packed?
Ask for the packing record, dispatch evidence, parcel weight evidence and investigation notes. Send your packaging and contents photos in response.
Can I get a refund for a missing item?
If you paid for an item that was not delivered, ask the retailer to investigate and provide the item, a replacement, redelivery or refund depending on the evidence.
What if the parcel was sealed but an item was missing?
Tell the retailer the parcel arrived sealed but did not contain the missing item. Ask them to check packing records, dispatch scans, stock records, split-delivery tracking and parcel weight evidence.
Can the retailer reject my claim because tracking says delivered?
Tracking may show a parcel was delivered, but a missing-item dispute is about whether the specific item was inside the parcel. Ask the retailer to review packing, dispatch and weight evidence, not only courier tracking.
What if the retailer asks me to complete a missing item form?
Complete it carefully, keep a copy, and attach photos of the packaging, parcel label, packing note and received items. Be clear that the parcel arrived but the specific item was missing.