Parcel theft what are you rights
Research published today reveals that “A record breaking £666.5 million worth of parcels were stolen across the UK in the last 12 months, nearly £290 million more than in 2024.” That’s according to new Freedom of Information (FoI) data obtained by technology company, Quadient, a provider of parcel lockers.
This affected nearly 5 million homes nationwide, with the average stolen parcel worth £138. Research showed that only one in 353 thefts is reported to police, suggesting the true scale may be greater.
The legal position for deliveries
Unless you stated the doorstep was a safe place, leaving a parcel on your doorstep is not proof of delivery, despite what a retailer may tell you!
Under the Consumer Rights Act 2015
The goods remain at the trader’s risk until they come into the physical possession of — (a) the consumer, or (b) a person identified by the consumer to take possession of the goods.”
Your contract is with the trader to which you paid the money and not the courier. If the parcel goes missing you need to contact the trader and ask for a refund or replacement. You do not need a crime number to do this and you should not report the non-delivery to police, as they cannot help. If your item has not been delivered, then the retailer must refund or replace and it can take up the issue with the courier.
Put your complaint in writing so that you have a record and, if no email address is provided, write to the CEO finding the email address at ceoemail.com
A CEO rarely responds personally but it does get the matter in writing and you will have the evidence if the retailer refuses the refund. In this case for items over £100 ask that they proceed with Section 75 (credit card) or Chargeback (under £100 or a debit card).
If you explicitly instructed that the parcel should be left in a safe place (e.g. “behind the bins” or “in the porch”), you’ve effectively identified that location as your chosen place of delivery. The risk then passes to you.
@thecomplainingcow What do you do when your parcel has been stolen? #ConsumerLaw #ConsumerRights #Refunds #Theft #Parcels
How to protect yourself against parcel theft
If you are not available, a courier should take away a parcel for redelivery or for you to collect. However, most will leave it on the doorstep. This is only a safe place if you have designated it as one. The retailer cannot designate that for you.
If you are on good terms with your neighbours, ask if they can take a delivery for you.
Only designate a safe place if it safe!
Use a parcel locker.
Get it delivered to a local shop which takes deliveries.
There are a lot of misconceptions about deliveries. Consumers wrongly believe that you contact the courier when in actual fact you don’t, it’s the retailer. It’s a classic fob off by companies. That and the retailer has said that a package has been ‘tracked and delivered’ when it was only delivered to the door.
With an increase in deliveries forecast in the run up to Christmas, make sure you know your rights and aren’t left out of pocket!
“Porch piracy“ surges by 31% What are your rights and how can you avoid parcel theft?
Two consumers talk about their experience with parcel theft and I talk about your rights and how to protect yourself. From 42:46
I regularly comment in the media on deliveries, scams and other consumer rights. See Consumer Rights Expert & Media Commentator
Help with your delivery rights
How to complain about a delivery, online and mail order
Help with complaining
And of course if there is anything wrong with your purchases you might need the books!
For more advice, tips, information and template letters covering holidays and more: GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
Want to get better at complaining? See 101 Habits of an Effective Complainer
456 ways to save money on Christmas throughout the year provides a wide range of ideas on how to save for the Festive Season. Follow the tips in the book to make next Christmas the best ever by spending less for more.
