Key facts (2026): If a parcel you have ordered is lost in the UK, your legal contract is with the retailer — not the courier. The retailer is responsible for ensuring delivery and must offer a refund or replacement if delivery fails. The Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 protect you.
Lost parcels are one of the most common consumer complaints in the UK. Retailers and couriers often attempt to pass responsibility between them — but the law is clear: your contract is with the retailer, and the retailer must resolve it. Understanding this removes much of the frustration from the process.
Your Legal Rights for a Lost Parcel
Under the Consumer Contracts Regulations 2013, the retailer bears the risk of loss or damage until the parcel is physically delivered to you (or to a safe place or neighbour you specifically designated). If the tracking shows delivery but you did not receive it, the retailer must investigate and — if the parcel cannot be located — provide a refund or replacement. The courier is the retailer's agent, not yours, so any issues between retailer and courier are for the retailer to resolve.
What to Do Step by Step
Step 1: Check the tracking — look for a photo of delivery, safe place, or neighbour confirmation. Step 2: Check with neighbours and look in common areas (porches, bins, around the back). Step 3: Contact the retailer — not the courier — and report the non-delivery. Request a refund or replacement under the Consumer Contracts Regulations. Step 4: If the retailer refuses, raise a dispute with your credit or debit card (Section 75 for credit cards over £100; chargeback for debit cards). Step 5: If a high-value item, report to Action Fraud and your local police if you suspect theft.
When the Parcel Was Left with a Neighbour or in a Safe Place
If you specifically authorised delivery to a neighbour or safe place and it was not there, the retailer is still responsible. If the courier chose to leave it without your authorisation, the retailer is responsible for the loss — even if the courier's tracking shows 'delivered'. A tracking photo showing delivery to the wrong address or in an unsecured location strengthens your case significantly.
Our Verdict
The single most important thing to know is that your fight is with the retailer, not the courier. Do not waste time chasing DPD, Hermes/Evri, or Royal Mail directly — contact the retailer and use the language of your legal rights (Consumer Contracts Regulations 2013). If they stall, escalate via credit card chargeback or Section 75. Most genuine cases resolve quickly once the legal position is clear.
Frequently Asked Questions
What do I do if my parcel is lost UK?
Contact the retailer (not the courier) and demand a refund or replacement under the Consumer Contracts Regulations 2013. Your contract is with the retailer.
Is the courier responsible for a lost parcel?
Not to you — your contract is with the retailer. The courier is the retailer's agent and any resolution is between them.
Can I get a refund for a lost parcel?
Yes — if the parcel cannot be located, the retailer must provide a refund or replacement under the Consumer Contracts Regulations 2013.
Disclaimer: For informational purposes only. Verify with gov.uk or qualified professionals before making decisions.
Last updated: April 2026 · Author: Chandraketu Tripathi
Part of our complete guide:
