Feoh

Parcel says delivered but you haven't received it

When you buy from a UK seller, your agreement is with that seller, not the courier they chose. So even though the tracking page belongs to the courier, the seller is normally the one you need to deal with.

Start by checking the delivery evidence. Couriers often record a photo, a GPS point, a signature or a named safe place. That evidence is what the seller will look at, so it helps to have seen it first.

Then report it to the seller in writing rather than by phone, so there is a dated record of when you told them.

Give this to Feoh

Answer a few questions and Feoh works out the next step, lists the evidence to keep and writes the message for you to send.

Report a missing parcel with Feoh

What to gather first

  • Order number and the date you ordered
  • The tracking number and a screenshot of the tracking page
  • Any delivery photo, signature or safe-place note
  • Whether you asked for a safe place or gave delivery instructions
  • Whether neighbours or other people at the address have it

What to do

  1. 1Check the tracking evidence and take screenshots before it disappears.
  2. 2Ask neighbours and check any usual safe places, bins, porches and reception areas.
  3. 3Report it to the seller in writing, quoting the order number and the tracking evidence.
  4. 4Ask them clearly what you want: the item redelivered, or your money back.
  5. 5Give them a reasonable, specific deadline and diarise it.
  6. 6If you paid by card or through a credit agreement, it is worth asking your card provider or lender what protection may apply to the payment. They will tell you whether a claim is possible and what the time limits are.

Questions people ask

Should I contact the courier or the seller?
Contact the seller first. Your contract for the goods is with the seller, and the courier was chosen by them. The courier may still be useful for evidence such as a delivery photo.
What if the tracking shows a photo of somewhere that isn't my house?
Save the photo and include it when you report the problem. A photo of the wrong property is useful evidence that the parcel was not delivered to you.

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