We’ve all been there, checking the door, refreshing the tracking page, and wondering if the parcel will ever turn up. A lost package can turn a small bit of online shopping into a real headache. But don’t worry, most missing parcels can be found, refunded, or compensated once you know what to do.
In this guide, you’ll learn why so many deliveries go missing, how to deal with a DPD, Amazon, or Royal Mail lost package when it happens, and what steps help keep your future orders safe.
Why Are So Many Parcels Going Missing in the UK?
You’re not imagining it: delivery issues are widespread. Ofcom’s latest monitoring shows two-thirds of parcel recipients (67%) reported a delivery problem in the past six months, including delays, mis-delivery, or parcels left in unsuitable places.
Citizens Advice found a similar picture during peak season: about 14.8 million people, roughly 36% of UK online shoppers, had a parcel issue in a single month. That’s a lot of missing boxes and a lot of waiting by the door.
So, what’s really behind the rise in missing parcels?
1. Overloaded delivery systems
During busy seasons like Black Friday and Christmas, courier networks handle billions of parcels. When volumes soar, so do mistakes. Labels get mis-scanned, parcels are sent to the wrong depot, and drivers run out of time for re-deliveries. Even small slip-ups scale fast when every minute counts.
2. “Safe place” drop-offs that aren’t so safe
Many couriers now leave parcels in what they call a “safe place”: behind a bin, on the porch, or with a neighbour. While this helps when you’re not home, it also opens the door to theft and weather damage. If the spot isn’t really secure, your package is basically sitting out in the open.
3. Theft from doorsteps and shared spaces
Unfortunately, porch package theft, sometimes called “porch piracy”, is becoming more common. Packages left outside flats or in communal lobbies are easy targets, especially during busy shopping periods. The total value of stolen parcels in the UK is estimated to reach hundreds of millions each year.
4. Tracking gaps and hand-offs
Some deliveries pass through multiple carriers, especially international ones. Each handover is a chance for scanning errors or data delays, so your tracking might show “in transit” long after it’s actually sitting in a warehouse. It doesn’t always mean it’s gone, but it does make it harder to find out what’s really happening.
5. Access issues for certain homes
Flats, gated properties, and homes with limited access can all cause delivery hiccups. Couriers may not be able to reach the door or wait long enough for you to answer. For anyone with mobility needs, this adds another layer of frustration and often leads to parcels left in awkward or unsafe spots.
What to Do When Your Package Seems Lost? -- Royal Mail
When your Royal Mail delivery doesn’t arrive on time, it’s easy to assume the worst. But often, the parcel is simply waiting nearby, at your local delivery office or collection point. Here’s how to check before calling it lost.
Step 1: Check for a red card or missed delivery notice
If no one was home when Royal Mail tried to deliver, they’ll leave a red “Something for you” card. It explains why the delivery couldn’t be made and how to arrange a redelivery or pick up your item.
You can also find out where it’s being held by visiting royalmail.com/services-near-you or checking the Royal Mail app.
Step 2: Look up the tracking details
Use your tracking number on the Royal Mail website or app. You might see updates such as:
- Delivered to neighbour
- Left in Safeplace
- Ready for collection at delivery office
These small details often reveal exactly where the parcel is.
Step 3: Wait the right amount of time
Royal Mail has clear timeframes before a parcel is officially “lost”:
- 1st or 2nd Class:10 working days after the due date
- Tracked 24/48:7 working days after the due date
- International:20–25 working days, depending on the country
Step 4: Contact the sender first
If you’ve waited the required time and still don’t have the parcel, contact the sender or retailer. They’re the one who can open a claim with Royal Mail. The contract is between them, not the recipient.
Step 5: File a claim with evidence
Claims must be made within 80 days of posting. The sender will need:
- Proof of posting
- Proof of item value (like a receipt or invoice)
They can submit this through Royal Mail’s online Claims Centre.
Step 6: Know what compensation covers
- Standard post:up to £20 compensation
- Special Delivery Guaranteed:up to £750 (or more if extra cover was purchased)
You’ll usually hear back within a few weeks once the claim is processed.
What to Do When Your Package Seems Lost? -- Amazon
Have an Amazon lost package? Amazon handles millions of orders daily, so the odd hiccup happens. Luckily, their process for lost parcels is quick and mostly automated.
Step 1: Review your order details
Head to Your Orders on Amazon and check the tracking history. Look for delivery photos or “handed to resident” notes. If it says “delivered” but nothing’s there, click the “Problem with order” option.
Step 2: Check who sold it
- If it’s Sold and Delivered by Amazon, contact Amazon Customer Service
directly.
- If it’s from a third-party seller, message the seller through your order page. Most sellers respond within 48 hours.
Step 3: Use the A-to-z Guarantee if needed
If the seller doesn’t respond or resolve it, you can request a refund under Amazon’s A-to-z Guarantee.
- Wait 3 days after the latest delivery date before filing.
- You have up to 90 days from that date to submit a claim.
- Go to Your Orders → Problem with order → Request A-to-z Guarantee, then describe what happened in simple terms.
Step 4: Keep your claim brief and clear
Include the order number, what went missing, and when. Avoid long explanations. Short, factual details speed up the process.
What to Do When Your Package Seems Lost? -- DPD
DPD deliveries are usually reliable, but things can still go wrong. If your parcel’s tracking hasn’t updated or says “delivered” when it hasn’t arrived, here’s how to sort it out:
Step 1: Check live tracking
Use Follow My Parcel for real-time updates and delivery photos. You might see it marked as “left in Safeplace” or “with neighbour.”
Step 2: Confirm with the retailer
With DPD, the sender holds the delivery contract, so they must start the investigation. Contact the retailer or company you bought from and share the tracking details of your DPD lost package.
Step 3: Move fast
DPD asks senders to report missing parcels within 14 days of posting and confirm in writing within 28 days. Let your retailer know this so they don’t miss the deadline.
Step 4: Request proof if tracking says “delivered”
Ask the retailer to request proof of delivery. This includes a driver photo, GPS location, and time stamp. DPD can review this during their investigation.
Step 5: Follow up and confirm resolution
Once the sender opens a claim, you’ll usually get updates within a week or two. If the item can’t be traced, the retailer should send a replacement or refund you.
How to Prevent Future Parcel Loss
Losing a parcel once is frustrating. Losing it twice is avoidable. Most delivery issues can be prevented with a few small changes in how you order, track, and receive packages.
And if you often shop online, smart home security gear such as doorbell cameras can help you both deter and handle package theft before it becomes a problem.
1. Pick safer delivery options
If you’re not often home, choose a pickup point or locker. Amazon Lockers and DPD Pickup shops keep parcels secure until you collect them. It’s far safer than leaving a box on the doorstep.
If you prefer home delivery, make sure your Safeplace is truly safe, somewhere dry, hidden, and hard for others to reach. Avoid porches or open lobbies where parcels are visible from the street.
2. Give clear delivery instructions
Little details help a lot. Add your flat number, buzzer code, or delivery note at checkout. If you trust a neighbour, name them as a backup contact. If not, disable neighbour delivery and choose a pickup option instead. Clear directions save drivers time and reduce the risk of mistakes.
3. Stay updated on delivery day
Use tracking links and app notifications so you know when the parcel’s close. If plans change, redirect to a locker or shop before the courier arrives. DPD and Amazon both let you do this easily. A few clicks can save hours of guessing later.
4. Make your doorstep less risky
If you receive a lot of parcels, consider a lockable parcel box or a weatherproof drop area out of sight. Good lighting, a simple doorbell camera, or full-featured security cameras can also deter theft and help you prove what happened if something goes missing.
The eufy Video Doorbell E340 uses two cameras, one aimed forward and one angled down, so you can see both your visitor and the parcel on the ground. The 2K resolution keeps faces and labels sharp, even after dark, thanks to colour night vision.
Once installed, you won’t have to be home to answer the door. The app lets you talk to delivery drivers or visitors as they arrive, and you’ll get instant alerts when someone approaches or leaves a parcel.
The video doorbell’s on-device AI recognises people and packages accurately, ensuring you only see what matters instead of random motion pings. It runs on a quick-swap battery or can be wired in, and video clips save locally, so you don’t rely on cloud fees or subscriptions.
When you need to watch more than just the front step, the eufyCam S4 gives you full coverage. It blends a 4K fixed lens for wide views with a lower 360° pan-tilt-zoom 2K + 2K camera that locks onto motion and follows it. You see the whole scene and close-up detail side by side, handy if you want to track movement across your drive or garden.
Its radar and PIR sensors reduce false alerts, and the built-in siren and lights can scare off anyone who shouldn’t be there. The solar panel keeps it charged year-round, while local storage and on-device AI detection give you long-term flexibility without ongoing costs.
For smaller spaces or a quick setup, the eufy SoloCam S340 is another all-in-one option. It has two lenses, a 3K wide view and a 2K telephoto, that let you see the big picture and zoom in up to 8× on details like faces or number plates. The pan-and-tilt base covers a full 360°, so you don’t miss movement at the edges of your property.
It runs on solar power, with just a couple of hours of sunlight keeping it charged, and it stores footage on the device for privacy. Built-in AI alerts you only when it spots people or vehicles, and a spotlight and siren offer extra deterrence when it counts.
5. Keep your order details handy
Save your order confirmations, tracking numbers, and delivery photos in one place. If anything does go wrong, you’ll have everything ready to show the seller or courier.
Remember, under the UK Consumer Rights Act 2015:
- If the item was not delivered by an agreed date or within a reasonable time (typically 30 days), you can ask the seller to deliver the item again.
- If the second delivery is also late or fails to arrive within a reasonable time, you are entitled to cancel your order and ask the seller for a full refund.
Conclusion
Dealing with a lost package is never fun, but it doesn’t have to turn into a drawn-out nightmare. Whether it’s Royal Mail lost package, or an issue with Amazon or DPD, knowing how each process works helps you act fast and stay calm. Most parcels can be found or refunded once you follow the right steps. And by choosing secure delivery options, tracking carefully, and giving clear instructions, you’ll greatly reduce the chances of it happening again.
FAQs
How long before a parcel is considered lost in the UK?
The timeframe depends on the service used, but for standard Royal Mail services (1st and 2nd Class), an item is typically considered lost if it hasn't been delivered 10 working days after the expected due date. For Royal Mail Tracked services, this may be 7 working days after the due date. Other couriers like DPD and Amazon have their own specific timeframes, so you should check the terms of the service you used.
Can I claim compensation for a lost parcel?
Yes, you can generally claim compensation for a lost parcel in the UK, provided you have proof of posting and the value of the contents. The amount of compensation depends heavily on the specific delivery service you paid for, as different services offer varying levels of included insurance cover for loss or damage. Always check the courier’s policy to understand your entitlement.
Does the sender or receiver file a claim?
For items purchased from a retailer, the sender (retailer/seller) is generally responsible for filing the claim with the courier, as they have the contract for delivery. If you are the recipient, you should contact the seller for a refund or a replacement under the Consumer Rights Act 2015. If you posted the item yourself, then you, as the sender, must file the claim.
What’s the maximum compensation from Royal Mail, Amazon, and DPD?
Maximum compensation varies significantly by service and any additional cover purchased. Royal Mail’s standard services often include up to £20 compensation, while services like Special Delivery Guaranteed can offer up to £750 or more with extra cover. DPD’s standard cover is typically up to £50. For items bought on Amazon, the retailer is responsible for a full refund or replacement.
