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My Parcel Shows as Delivered, but I Haven’t Received It
We’re sorry to hear your parcel has not reached you. We take every report seriously and will do everything within our power to investigate and resolve your case.
Please read this page carefully. Parcel disputes are a formal investigation process conducted with our carriers: Royal Mail, DHL and Parcelforce. Following each step correctly gives your case the best possible chance of a positive outcome.
We are unable to offer a refund or replacement until the investigation has been formally concluded. Not all cases are decided in the customer’s favour.
Please quote your order number in any future correspondence.
⚠ Important Notice: Please Read Before Continuing
Parcel disputes are treated as formal fraud investigations. All claims are cross-referenced against carrier GPS data, proof of delivery records, route manifests, and doorstep camera footage. Both DHL and Royal Mail retain detailed records of every scan event, GPS waypoint, and delivery attempt.
In some cases an investigator may attend your delivery address. You will be asked to sign a statutory legal affidavit. Making a false statement is a criminal offence under the Perjury Act 1911 and the Fraud Act 2006, carrying up to seven years’ imprisonment.
Fraudulent claims are referred to our legal team and, where appropriate, to Action Fraud and local trading standards.
Before you begin, here is what raising a parcel dispute typically involves:
🕐
6–12 weeks to resolveCarrier investigations are thorough and cannot be rushed.
📋
Legal affidavit requiredYou will be asked to sign a sworn statement of your account.
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A visit is possibleAn investigator may attend your delivery address.
What to Expect
Carrier investigations are thorough and cannot be rushed. We are unable to offer any refund or replacement until the investigation is formally concluded. Not every case is decided in the customer’s favour. Where a courier concludes a parcel was delivered correctly, we are bound by that finding.
Before You Proceed: Complete All Steps
Confirm you have carried out each step below. The dispute form unlocks once all five are complete.
Complete all 5 steps above to unlock the dispute form
Each step is required before your case can be submitted
Your Dispute Details
ℹ Complete all fields accurately. This information will be shared with your courier as part of the formal investigation.
Found in your confirmation email, e.g. 2552080
Issued via 101 or report.police.uk
Royal Mail: e.g. AB123456789GB | DHL: e.g. 1234567890
Exact address including postcode
List which neighbours you spoke to and any safe places checked
Describe what your footage shows. If a camera is present, account for footage at the time of delivery AND when the parcel may have been removed. You will be able to upload footage files at the next step.
Describe what the tracking portal shows, such as photo, GPS pin, signature etc.
📋 Legal Declaration: Affidavit Required
By submitting this dispute you acknowledge that you will be required to sign and return a statutory legal affidavit within 2–3 business days. This must be completed before your case can be formally opened.
A legal affidavit is a sworn statement. Signing it falsely constitutes perjury under the Perjury Act 1911, a criminal offence carrying up to seven years’ imprisonment and potential civil liability.
Your details will be pre-filled into the support ticket on the next screen
One more step: submit your dispute below
Your details have been pre-filled. Complete the CAPTCHA and click Submit.
Your dispute has NOT yet been submitted. Please attach any CCTV or doorbell footage using the Attachments field, complete the CAPTCHA, then click Submit to send your case to our team.
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