Parcel Locker Empty or Collection Point Parcel Missing? What to Do in the UK
Don’t just say the parcel is missing. Set out the order number, collection code, locker or shop location, collection attempt time, tracking status, what happened when you tried to collect, and whether you want a refund, replacement or redelivery.
This guide covers InPost-style lockers, Amazon Hub lockers, Evri ParcelShop, Royal Mail collection points, DPD Pickup, Yodel stores, parcel rooms, store collection desks and retailer Click & Collect style parcel points.
The key issue is not just whether the courier scanned the parcel as delivered. The issue is whether the parcel was actually made available for you to collect from the correct locker, shop, parcel room or collection point.
Common locker and collection point problems
- locker door opens but the compartment is empty;
- collection code says already collected;
- shop staff say the parcel is not there;
- tracking says delivered to parcel shop but the shop has no record;
- locker app says collected but you did not collect it;
- parcel sent to the wrong collection point;
- collection deadline expired because you were not notified properly;
- parcel room, concierge or reception says nothing was received.
What to do straight away
- Save the tracking page. Screenshot the courier name, tracking number, delivery status, collection location and timestamp.
- Save the collection code. Keep the QR code, PIN, barcode, app screen, pickup pass or collection email.
- Record your collection attempt. Write down the date, time, location and exactly what happened when you tried to collect.
- Ask staff for confirmation if possible. If a shop, reception or collection point says the parcel is not there, ask for a written note, receipt, email or support reference.
- Take safe photos. If appropriate, photograph the empty locker screen, closed locker, collection point signage or relevant error message. Do not photograph staff or other customers without permission.
- Contact the retailer in writing. Explain that the parcel has not been made available to you and ask for the full delivery and collection evidence.
Evidence to save
Before you contact the retailer, save the evidence that shows what should have happened, where the parcel was meant to be, and why you could not collect it.
Useful evidence
- Order confirmation
- Tracking screenshot
- Locker or collection code
- QR code, PIN or barcode screen
- Delivery and collection timestamps
- App error or empty locker screenshots
- Photo of the empty locker if safe
- Staff messages or support references
- Retailer chat or email records
- Proof you reported it quickly
Weak evidence on its own
- Only a delivered scan
- No proof of locker compartment
- No collection code history
- No staff confirmation
- No record of your collection attempt
- No proof you collected it
- No written complaint to the retailer
What the retailer should be asked to check
Ask for full collection evidence, not just a tracking headline. A scan into a locker or shop does not automatically prove that the parcel was available to you or collected by you.
- the locker, shop, parcel room or collection point used;
- the exact delivery timestamp;
- proof the parcel was placed in the correct locker or handed to the correct location;
- collection code history and whether a code was used;
- collection timestamp and any collection photo, signature or scan if available;
- whether the parcel was returned, lost, misdelivered or incorrectly marked as collected;
- courier or locker-provider notes;
- what evidence proves the parcel was made available to you.
Locker empty, code failed, or parcel already collected?
Different locker problems need slightly different wording. Be specific about what happened rather than using one general “missing parcel” message.
| Problem | What to ask for |
|---|---|
| Locker opened but was empty | Ask for the compartment event record, loading scan, collection attempt record and whether the correct locker was used. |
| Code says already collected | Ask for the collection timestamp, code-use history, app event log and proof of who collected it. |
| Shop says parcel is not there | Ask for shop scan records, delivery manifest evidence and whether the parcel was returned, lost or misrouted. |
| Parcel sent to wrong location | Ask why it went there, whether you selected it, and whether redelivery or recovery is possible. |
| Collection expired with no notice | Ask for notification records, deadline evidence and whether the parcel has been returned or lost. |
Who should you contact first?
If you bought the item from a retailer, your first complaint should usually go to the retailer. The courier, locker provider or collection point may hold useful information, but the retailer is normally the business you paid and should investigate the delivery route it arranged.
If you paid the courier directly to send a parcel to a locker or collection point, your complaint may start with that courier instead. The right route depends on whether you are the buyer or the sender.
| You are... | Your likely first step |
|---|---|
| The buyer | Contact the retailer and ask for a refund, replacement, redelivery or proof the parcel was available for collection. |
| The sender | Contact the courier or locker service you paid and ask for their missing parcel or collection-point investigation process. |
| A marketplace buyer | Use the seller or marketplace support route and save all courier, locker and collection evidence. |
If the retailer tells you to deal only with the courier, read our retailer says contact courier guide.
Starter wording
You can start with short wording like this before using a stronger tailored letter:
Subject: Parcel missing from locker / collection point
Hello, tracking says my parcel was delivered to a locker or collection point, but I have not been able to collect it because it was not there.
Please provide the full delivery and collection evidence, including the collection point used, delivery timestamp, locker or shop scan, collection code history, collection timestamp and any courier notes.
If the parcel cannot be shown as made available to me and collected by me, please confirm whether you will provide a refund, replacement or redelivery.
This is starter wording only. If the retailer refuses, a tailored letter should challenge the exact locker, shop or collection evidence they rely on.
Need a stronger locker missing parcel letter?
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Start My Refund Letter – £2.99If the retailer refuses
If the retailer refuses, ask them to explain exactly what evidence they rely on. A “delivered to collection point” scan is not the same as proof that you collected the parcel.
- If they say it was delivered: ask what proves it was actually available to collect.
- If they say it was collected: ask for the collection timestamp and proof of who collected it.
- If staff say it is not there: keep that message and send it to the retailer.
- If the locker was empty: explain that the collection attempt failed and ask for the compartment record.
- If it was returned: ask when it was returned and whether a refund or redelivery will be arranged.
Payment escalation if nothing is resolved
If the retailer refuses to resolve the issue, keep the refusal in writing. Depending on how you paid, you may be able to ask your bank, card provider or marketplace about dispute options.
Related delivery problems
Locker and collection-point problems often overlap with weak proof of delivery, no-photo delivery, wrong-location delivery and retailer refusal issues.
Locker and collection point parcel FAQs
What should I do if my parcel locker was empty?
Save the tracking, collection code, app screenshots and any evidence of the empty locker. Contact the retailer in writing and ask for full locker delivery and collection evidence.
Can I get a refund if a parcel was missing from a locker?
If the parcel was not made available to you or was not collected by you, ask the retailer to investigate and provide a refund, replacement or redelivery depending on the evidence.
What if the shop says my parcel is not there?
Ask the shop or collection point for written confirmation if possible, then send that to the retailer and ask for the courier investigation evidence.
Is a collection point scan enough proof?
Not always. Ask for proof that the correct parcel was delivered to the correct location and was collected by you or made available to you.
What if tracking says my locker parcel was already collected?
Ask for the collection timestamp, collection code history, app event record, shop or locker scan and any proof of who collected it. Explain in writing if you did not collect the parcel.
Should I contact the retailer, courier or locker company?
If you bought from a retailer, contact the retailer first and keep the complaint in writing. You can still save evidence from the courier, locker provider or collection point, but the retailer should investigate the delivery issue.