Delivery thefts rise
Reports of theft of parcel delivery in the UK are at a record high. In the last year 18% of households say they have had a delivery stolen and nearly a third (28%) of those report the matter to the police. See The Parcel Theft Report 2026 published by Quadient.
Andy Coley a leadership trainer and organiser of a TEDx event in Manchester. In September he ordered three hard disks from Amazon to be delivered to his home in Lewisham, London in time to travel. Although Andy requested that the package be left behind the roses by the front wall, out of sight, or with a neighbour, the Amazon delivery driver left them by the front doorstep.
Ten minutes later a man took them. Andy says that:
They were obviously parcel stealing as they had a big red bag to scoop up the parcel and there had been reports in our area of people following behind vans and scooping up parcels on delivery routes.”
Andy reported the theft to the Metropolitan Police and contacted Amazon customer services, who replaced the disks. He says that the Police told him that Amazon had replaced the driver.
The theft was actually from Amazon and not from Andy. If the driver had left it where instructed, the contract would have been completed and the theft would have been from Andy. However, the Amazon delivery driver did not follow the instructions, so Amazon is at fault.
As Christmas approaches, we can expect more parcel deliveries and with more deliveries come more thefts as drivers leave packages on doorsteps. But where does this leave consumers?
I am regularly in the media covering consumer stories and parcel theft was a popular topic! The story was covered in a number of media outlets. I was on Good Morning Britain, ITV London News and BBC London Radio discussing what you can do. You can see more of my media appearances on my media page.
Parcel theft - your rights
Retailers often tell customers to contact the courier company or contact the Police and many consumers don’t know who is responsible when an item is stolen:
Your consumer rights when something goes wrong with your delivery
1) Your contract is with the company to which you made your payment, so if there is any issue with your parcel you should contact them and not the courier whatever they may say!
2) Leaving a parcel on your doorstep is not proof of delivery. Under the Consumer Rights Act 2015 (CRA) the goods remain at the trader’s risk until they come into the physical possession of the customer or a person identified by the customer to take possession of the goods or delivered to a nominated safe place.
3) The safe place is nominated by you and not the retailer or delivery company.
4) A photograph of the parcel on your doorstep, communal hallway or behind a plant pot is not considered “delivered” unless you named those places as your “safe place”.
5) If an item has disappeared before it has reached your possession or safe place, the item has been stolen from the company and not from you. Therefore you do NOT need a crime number. The company would need to report the theft and you could provide evidence, such as Ring doorbell footage.
6) If the item has not reached you then contact the company and tell them that under the CRA your contract is with them and you would like them to send a full refund or a replacement item.
7) Put your complaint in writing to the retailer, so that you have a record and, if no email address is provided, write to the company’s CEO, finding the email address at ceoemail.com
The CEO may not respond personally but it does get the matter in writing and you will have the evidence if the retailer refuses the refund.
8) If you still do not get your refund, you can contact your bank. For items more than £100 on a credit card, ask that they proceed with a Section 75 claim. For items less than £100 or on a debit card, use Chargeback.
Consumers are left with a choice of taking a risk with the delivery, buying a safety box, picking up from a collection point, paying for a locker or collecting the item in person.
Tik Tok video on the figures and your consumer rights regarding deliveries
More help with complaining about deliveries
How to complain about a delivery, online and mail order provides more help and advice including your rights when ordering from outside the UK and if you are a disabled customer.
Further help with complaining and consumer issues
Top 20 Tips How to complain effectively
Purchase and download Complain to company about ordered item not received template
If you need more help, information and tips with how to quote Acts, template letters and advice on how to complain effectively don’t forget the GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
101 Habits of an Effective Complainer provides you with more tips
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