All the ways you can get a refund for a missing parcel

‘TIS the season for countless parcels being delivered directly to your doorstep.

From online shopping to gifts from long distance loved ones, December is the busiest months of the year for mail.

However, this high traffic period can also lead to issues such as lost parcels or delays.

But don’t worry if you’re relying on mail services for Santa’s presents, we’ve listed the best course of action to take for missing parcels.

Parcel goes missing

If you were expecting your parcel from Royal Mail but it hasn’t arrived, allow for 10 working days after the deadline, regardless of the delivery type.

And if you’re using Royal Mail Tracked Services, you only need to wait for an additional seven working days after the expected delivery date.

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After these periods, the recipient is advised to contact the sender, who can make enquiries on their behalf.

If your parcel is marked as delivered but is nowhere to be found, Royal Mail advises you check with neighbours, in your designated Safeplace, and in any post room to see if it has been accepted or left anywhere.

If the delivery service requires a signature, use the tracking number online or in the Royal Mail app to see who signed for it.

Royal Mail explained that a rare scanning error can lead to the itam being scanned as delivered today.

In this case, the postal service recommends allowing an extra day for the delivery before contacting.

Shoppers using services such as DPD, DHL, FedEx, and Evri are advised to contact the companies directly with their tracking information if their parcel isn’t delivered within the estimated timeframe.

If the courier says your parcel was delivered but you don’t have it, contact the seller directly.

Parcel is stolen

Unfortunately, the act of pinching packages left on doorsteps is becoming increasingly common, with tech company Quadient reporting £666.5 million worth of stolen parcels in 2025.

If the courier confirms your parcel was delivered but you suspect it has been stolen, you should be eligable for compensation.

“Under consumer law, it is the seller who is responsible for making sure parcels are delivered,” explained Katrina Anderson, a regulatory lawyer at Mills & Reeve.

“If you think your parcel has been stolen from your porch, the first step should be to contact the company that sent the package – usually the retailer.”

She explained that “your legal contract is with the retailer, and as the seller, they should contact the courier to find out what’s happened to the parcel.”

If your package is stolen, missing, or damaged, and you did not take physical possession of it, the legal expert said the seller should offer you a refund or a replacement.

However, if you’ve selected a specific “safe place” for your delivery, then you are essentially accepting the risk of any potential loss.

On the other hand, if the delivery company leaves your parcel somewhere you haven’t designated, you can still expect the retailer to rectify the issue as your order wasn’t delivered as per agreement.

Parcel delivered to wrong address

Royal Mail recommends you contact the sender if your parcel has been delivered to the wrong address.

They added that redelivery can be arranged online but some types of mail such as Special Delivery items cannot be redelivered to an alternative address.

You can also report an incident directly with Royal Mail if you have any issues.

While DHL, DPD, and FedEx each advise customers to contact them directly in the event of a parcel delivery to the wrong address, Evri recommends reaching out to the sender first.

The service explained that this will allow you to confirm the correct delivery address before proceding further.

Once this is done, you should then contact Evri with your delivery details and the service will investigate the issue.

Vinted parcel is late

And if you’ve opted to shop from Vinted this festive season, you will need to wait up to 25 business days after the delivery period to resolve any missing items.

You can then visit the website or app and use the “I have an issue” prompt to report any issues or delays.

If the carrier confirms your parcel is lost or misplaces, your order will be suspended, allow you the opportunity to request a refund.

The seller will also be compensated once they provide proof of shipment.

Royal Mail delay

And with Royal Mail issuing delay warnings to a number of UK postcodes, here’s the best action you can take.

If your parcel hasn’t arrived after the offical delay period outlined for your area, you should contact the sender.

The sender is required to provied a P58 form or online submission to confirm shipment.

Once this is complete, you can use the Royal Mail website to report the issue and potentially laim compensation.

Claims must be made within three months of the date or posting or one month of the date or receipt.