Published 7 May 2026
Updated 14 May 2026
Doorstep Parcel Theft UK: Your Rights and How to Get a Refund
Quick Answer
Under Section 29 of the Consumer Rights Act 2015, the retailer is responsible for your parcel until you take physical possession. A photo on your doorstep is not legal proof of delivery. Get a police crime reference number, contact the retailer, and escalate to Section 75 or chargeback if refused.
Why the Retailer Is Liable, Not You
The most common retailer push-back is 'the courier left it at your door — that's delivered'. It isn't. Under Section 29 of the Consumer Rights Act 2015, the goods must reach you in physical possession. A doorstep photo only counts as proof of safe delivery if you specifically authorised that location in writing in advance.
Evidence That Wins Doorstep-Theft Claims
- Get a police crime reference number on 101 or via the police website. This single document defeats most retailer refusals.
- Save any CCTV, doorbell or neighbour camera footage you can access. If a third-party stole the parcel, the footage strengthens your case.
- Screenshot the courier's delivery photo and tracking. Note the location, time and any GPS data.
- Photograph the delivery location to show why it was unsafe (street-facing door, no concealment, busy area).
- Save your messages to the retailer including the date and time of the first complaint.
How to Demand a Refund
Contact the retailer in writing within 7 days. Reference Section 29 CRA 2015, attach the crime reference number and the delivery photo, and ask for one specific outcome: full refund or replacement. If they refuse, escalate. See our doorstep theft action plan for the exact letter wording.
If the Retailer Still Refuses
For credit-card purchases over £100, file a Section 75 claim with your card issuer. For debit cards or smaller orders, use chargeback within 120 days. Trading Standards is a free last resort.
For courier-specific help, compare Royal Mail, Evri, Yodel and DPD guidance. If your case is a lost parcel, marked delivered, damaged parcel or doorstep theft issue, use the matching scenario page to generate the next steps for your case.
Frequently Asked Questions
Do I have to file a police report to get a refund?+
Not legally, but a crime reference number is the single most effective document for cutting through retailer push-back. Use 101 to get one — it takes a few minutes and is free.
The courier left it in a 'safe place'. Doesn't that mean I agreed?+
Only if you actually authorised that safe place in writing in advance (e.g. by setting one in the courier's app or replying to a delivery email). The courier choosing one unilaterally does not transfer the risk to you.
What if my neighbour signed for it and they stole it?+
If you didn't authorise that neighbour in advance, the retailer is still liable. Provide the retailer with the delivery photo, signature image and any neighbour name from the tracking. Treat it as theft and report to police.
Can I use Section 75 for a stolen doorstep parcel?+
Yes, if you paid by credit card and the order was £100–£30,000. Section 75 makes your card issuer jointly liable with the retailer.
How long do I have to claim from the retailer?+
There's no specific deadline, but file as quickly as possible. Section 75 is six years (England and Wales); chargeback is typically 120 days from transaction or expected delivery.