Parcel Stolen From Doorstep: Your Rights and How to Get a Refund (2026)

When is the retailer liable for stolen parcels?

If the retailer or courier authorised a safe-place delivery without your consent — for example leaving it on your doorstep, in an open porch, or visible from the street — the retailer usually remains liable under the Consumer Rights Act 2015. If you personally chose a safe place, the retailer's liability is reduced because you accepted some delivery risk, but you can still challenge the decision if the courier ignored your instructions or left it somewhere obviously unsafe.

What to do immediately

Report the theft to the police and get a crime reference number. Check for CCTV or video evidence from a doorbell camera, neighbour cameras, shop cameras, building cameras, or nearby council cameras. Photograph the scene, including where the parcel was supposedly left, visibility from the street, weather exposure, and any courier delivery photo or tracking note.

How to claim a replacement or refund

Contact the retailer in writing with the crime reference number, delivery screenshot, photos, and any CCTV details. Say the goods were not safely delivered and request a replacement or full refund under the Consumer Rights Act 2015. If the retailer refuses, escalate through chargeback for debit card payments or Section 75 for qualifying credit card purchases.

Safe-place delivery and your consent

UK retailers and couriers distinguish between a safe-place instruction you set and one the courier chose unilaterally. If the courier left your parcel in a safe place based on a blanket policy — without any instruction from you — the retailer is fully liable because delivery was not safely completed to you. If you set a safe-place preference yourself through Evri's app, Royal Mail's Safe Place service, or the retailer's checkout settings, the position is more nuanced: you accepted some risk for that location. Even so, if the courier demonstrably ignored your chosen location and left the parcel somewhere else, or somewhere obviously exposed, your claim is still strong. Always check the courier's delivery photo: if it shows a location different from the one you specified, or a spot plainly visible from the street, that is direct evidence in your favour.

Carrier-specific doorstep theft guidance

Can I claim from the courier directly for doorstep theft?

For most retail orders, no. The courier's contract is with the retailer, not with you. Only the sender (the retailer) can open a compensation claim with the courier. Your claim route is always against the retailer under the Consumer Rights Act 2015. The one exception is if you personally booked and paid for the delivery yourself — for example a peer-to-peer sale or a self-arranged return — in which case you are the sender and can raise a claim directly with the courier.

How to prevent doorstep parcel theft in future

The most effective step is to require a signature on delivery so couriers cannot leave parcels unattended. Most retailers let you add a delivery instruction at checkout: specify a safe place you are comfortable with, nominate a trusted neighbour, or request a delivery to a local Parcelshop or Post Office. Some couriers allow you to redirect in-flight deliveries via their app. If you receive frequent high-value deliveries, a doorbell camera or parcel box is a practical deterrent. If you are away, consider whether Click & Collect from the retailer or a local locker point is safer than home delivery.