Where Is My Parcel? What To Do If Your UK Delivery Has Not Arrived
Ask the retailer for the tracking history, delivery evidence, safe-place or neighbour details, and the outcome you want — refund, replacement or redelivery.
Searching “where is my parcel?” usually means one of a few things: the tracking has not updated, the delivery is late, the courier says delivered, the parcel was left somewhere you cannot find it, or the retailer is refusing to help.
This guide helps you work out which situation applies and which ParcelClaim guide to use next. It is designed as the starting point for missing, delayed, disputed or wrongly delivered parcels in the UK.
If your order has not arrived and you want to ask the retailer for your money back, use our parcel not delivered refund guide for the evidence to save and what to ask for.
Start here: what does your tracking say?
The next step depends on the tracking status. Do not treat every missing parcel the same way. A parcel that is still “in transit” is different from a parcel that is marked “delivered”.
| Tracking says... | What it usually means | Use this guide next |
|---|---|---|
| In transit / delayed / tracking not updated | The parcel may be delayed, stuck between scans, or possibly lost before delivery. | Parcel lost in transit |
| Delivered | The courier says delivery happened, but you need to check whether the evidence matches your address or authorised delivery point. | Parcel marked delivered but not received |
| Photo does not match your house | The delivery photo may show the wrong door, building, hallway, porch, flat entrance or safe place. | Delivery photo is not my house |
| Left in safe place | The courier says the parcel was left somewhere, but you may not have authorised that location. | Parcel left in safe place but missing |
| Delivered to neighbour | The parcel may have been left with a neighbour, but you need proof and recoverability. | Parcel delivered to neighbour but not received |
| Returned / return not received | You sent something back and the retailer says the return did not arrive. | Return parcel lost by courier |
Who should you contact first?
If you bought goods from a retailer, the retailer is usually your first point of contact. The courier may hold useful tracking information, but the retailer normally arranged delivery and should usually investigate with the courier.
If you paid the courier directly to send a parcel, your claim may be with the courier instead. That distinction matters.
Choose the situation that matches your parcel
Tracking is stuck or delayed
Your parcel has not reached delivered status, tracking has not updated, or it appears stuck in transit.
Use the lost in transit guideTracking says delivered
The courier says delivered, but you do not have the parcel and need to challenge the delivery evidence.
Use the delivered but not received guideOrder not arrived, want refund
Your order has not arrived and you want to ask the retailer for a refund, replacement or redelivery.
Use the parcel not delivered refund guideDelivery photo is wrong
The photo shows the wrong house, wrong door, wrong flat entrance, wrong porch, or unclear location.
Use the delivery photo guideRetailer says contact courier
The retailer is pushing you towards Evri, DPD, Royal Mail, Yodel or another courier instead of helping.
Use the retailer says contact courier guideRefund has been refused
The retailer says the case is closed, tracking is enough, or the courier confirmed delivery.
Use the refund refused guideYou need to save evidence
You are about to complain and need to know what screenshots, photos and messages to keep.
Use the evidence checklistWhat to check before contacting anyone
Before you message the retailer or courier, save the key evidence. This gives you a stronger complaint if the retailer later refuses a refund or replacement.
- Order confirmation and order number
- Tracking number and courier name
- Tracking screenshots showing dates and times
- Delivery photo, if one exists
- Safe-place note, neighbour note or collection point record
- Any courier emails, app messages or SMS updates
- Any retailer emails, live chat transcripts or support replies
- A short timeline of what happened
For a fuller list, use our missing parcel evidence checklist.
What if the parcel is late but not officially lost?
If tracking is still moving or the courier says delayed, the parcel may not be officially lost yet. But you should still save evidence and contact the retailer if the delivery date has passed or the tracking has stopped updating.
Ask the retailer to check with the courier, confirm the expected delivery date, and explain what happens if the parcel does not arrive. If the parcel becomes stuck or missing before delivery, use our parcel lost in transit guide.
If the delivery date has passed and you want to ask the retailer for your money back, use our parcel not delivered refund guide.
What if tracking says delivered but you do not have it?
Do not rely only on the word “delivered”. Ask what the delivery evidence actually shows. A tracking scan may not be enough if the photo, location, safe-place note or neighbour details do not show delivery to you or someone you authorised.
Check:
- whether the delivery photo shows your property;
- whether the timestamp makes sense;
- whether the parcel was left in an authorised safe place;
- whether a neighbour is named or identifiable;
- whether the courier record proves the parcel reached your address.
Use our parcel marked delivered but not received guide if tracking says delivered but the parcel is missing.
What if the parcel was left in a safe place?
If the courier says the parcel was left in a safe place, check whether you actually authorised that safe place. A doorstep, bin, communal hallway, open porch or exposed area may be disputed if it was not authorised or was not genuinely secure.
Use our parcel left in safe place but missing guide if the courier says your parcel was left somewhere but it is not there.
What if the retailer refuses to help?
If the retailer tells you to contact the courier, ask them to investigate using their courier account. If they refuse a refund because tracking says delivered, ask for the full delivery evidence and a final written response.
Useful next guides:
Courier-specific help
If your tracking says delivered and the issue is with a specific courier, use the relevant courier guide. These pages explain what proof to check for each courier.
Marketplace and retailer-specific help
If the order came from Amazon, eBay or Vinted, the platform route can matter. Use the relevant guide if your missing parcel is tied to a marketplace order.
If tracking has not updated for several days
If the tracking has been stuck at the same scan for several days, save the full tracking history before contacting the retailer. A missing scan can mean the parcel is delayed, waiting for a depot update, moving without a public scan, or possibly lost before delivery.
Ask the retailer to confirm the expected delivery date, whether the courier has opened an investigation, and when the parcel will be treated as lost if it does not move. If the retailer has already missed the promised delivery window, make your preferred outcome clear: refund, replacement or redelivery.
- the tracking number and courier name;
- screenshots showing the last scan date and location;
- the promised or estimated delivery date;
- the retailer’s dispatch email;
- any courier delay message, depot scan or attempted delivery note.
If tracking says delivered but there is no photo or proof
A delivered status is stronger if it comes with a clear photo, signature, named neighbour, authorised safe-place note or address-linked handover evidence. It is weaker if the retailer only relies on the word “delivered” without showing where the parcel was actually left.
If there is no useful proof, ask the retailer for the internal courier evidence, not just the public tracking page. This may include a delivery photo, GPS/location data, driver note, safe-place scan, neighbour detail, signature, collection point record or depot investigation outcome.
When the issue becomes a refund request
At first, you may only be asking where the parcel is. But once the delivery date has passed, the parcel cannot be found, or the evidence does not show delivery to you, the message should usually change from “where is it?” to a clear refund, replacement or redelivery request.
This matters because a retailer may keep giving tracking updates without making a decision. A written refund request creates a clearer paper trail if you later need to use chargeback, Section 75, a marketplace dispute or a letter before action.
- order confirmation and payment proof;
- tracking screenshots before and after the delivery date;
- delivery proof, or confirmation that no proof was provided;
- retailer messages showing you asked for help;
- the retailer’s refusal, delay response or case-closed message;
- a short timeline showing when you ordered, chased, complained and requested a refund.
What to say to the retailer
Keep your first message short and focused. Ask the retailer to investigate and provide the delivery evidence. Do not give away too much detail until you know what proof they are relying on.
Starter wording:
My parcel has not arrived. Please investigate this with the courier and provide the full tracking and delivery evidence, including any delivery photo, timestamp, safe-place note, neighbour details, signature, collection point record or location evidence. If the parcel cannot be shown as delivered to me, my address, an authorised safe place, or someone I authorised, please arrange a refund or replacement.
This is starter wording only. For a stronger tailored letter, use the paid letter generator.
Need a stronger missing parcel letter?
Start a personalised UK missing parcel refund letter that explains the issue, requests the right delivery evidence, and asks the retailer for a refund, replacement or proper investigation.
Start Refund LetterWhat not to do
- Do not delete tracking screenshots or delivery photos.
- Do not rely only on phone calls without written confirmation.
- Do not let the retailer close the complaint without seeing the delivery evidence.
- Do not argue with the courier if the retailer arranged delivery and is refusing to help.
- Do not wait too long before checking chargeback, Section 75 or platform dispute time limits.
This guide is general consumer information, not legal advice. The right route depends on the facts, who arranged delivery, how you paid, and what evidence exists.
Where is my parcel FAQs
Where is my parcel if tracking has not updated?
It may still be moving, delayed, waiting for a courier scan, or lost in transit. Save the tracking history, check the estimated delivery date, and contact the retailer if the parcel does not arrive within a reasonable time.
What should I do if my parcel says delivered but I do not have it?
Check the delivery photo, safe-place note, neighbour details, timestamp, collection point record and any location evidence. If the evidence does not show delivery to you, your address, an authorised safe place or someone you authorised, ask the retailer to investigate.
Should I contact the courier or the retailer first?
If you bought goods from a retailer, the retailer is usually your first point of contact because they sold the goods and normally arranged delivery. If you paid the courier directly to send a parcel, your claim may be with the courier instead.
Can I get a refund if my parcel has not arrived?
You may be able to ask the retailer for a refund, replacement or proper investigation if the parcel has not arrived. The right route depends on the tracking evidence, who arranged delivery, how you paid and what the retailer says.
What evidence should I save for a missing parcel?
Save the order confirmation, tracking number, tracking screenshots, delivery photo, timestamp, courier messages, safe-place or neighbour details, retailer replies, and a short timeline of what happened.
How long should I wait before chasing a late parcel?
If the promised delivery date has passed, or tracking has stopped updating for several days, contact the retailer in writing and ask them to investigate. Save the tracking page before it changes.
What if the retailer says the courier has the parcel?
Ask the retailer to investigate with the courier and give you the outcome in writing. If you bought from the retailer, do not let the complaint become only a courier chase.
What should I do before asking my bank for help?
Collect your order confirmation, payment proof, tracking screenshots, delivery evidence or lack of evidence, retailer messages and any refusal. Your bank will usually want a clear timeline and proof that you tried to resolve it with the retailer first.
How long should I wait before chasing a late parcel?
If the promised delivery date has passed, or tracking has stopped updating for several days, contact the retailer in writing and ask them to investigate. Save the tracking page before it changes.
What if the retailer says the courier has the parcel?
Ask the retailer to investigate with the courier and give you the outcome in writing. If you bought from the retailer, do not let the complaint become only a courier chase.
What should I do before asking my bank for help?
Collect your order confirmation, payment proof, tracking screenshots, delivery evidence or lack of evidence, retailer messages and any refusal. Your bank will usually want a clear timeline and proof that you tried to resolve it with the retailer first.