DPD Marked Delivered But Not Received: Claim Steps UK
If the tracking shows your parcel was delivered, but you never got it with a DPD delivery, you have rights as a UK consumer. Section 29 of the Consumer Rights Act 2015 says the retailer is responsible for the goods until they reach the consumer. A 'delivered' scan in the tracking is not enough by itself. DPD's contract is with the sender. Buyers should claim from the retailer; retailers can recover from DPD. Use this page to check what to do next, the DPD claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on DPD's website before relying on them.
How to claim a refund
- 1
Open the DPD tracking page and screenshot the "delivered" status, time, and any GPS or photo proof for your records.
- 2
Check the safe place, neighbours and household members. Most "missing" parcels turn up within 24 hours.
- 3
Contact the retailer in writing and quote Section 29 of the Consumer Rights Act 2015. The retailer must investigate, not pass you to DPD.
- 4
Ask the retailer to file a claim with DPD via the DPD claim portal (the sender usually files; ask the retailer to lodge it). The claim window is 14 days from despatch for loss and damage (verify on the DPD website).
- 5
If 14 days pass with no fix, request a full refund or replacement. Mention that the retailer is liable until you take physical possession.
- 6
If refused, escalate via Section 75 (credit card, items over £100) or chargeback (debit card, within 120 days). For postal escalation, use the Postal Redress Service (POSTRS) once a deadlock is reached.
DPD compensation and escalation
- Claim window
- 14 days from despatch for loss and damage (verify on the DPD website)
- How to claim
- the DPD claim portal (the sender usually files; ask the retailer to lodge it)
- Escalation
- the Postal Redress Service (POSTRS) once a deadlock is reached
Frequently asked questions
Should I claim from DPD or the retailer?
Claim from the retailer. DPD's contract is with the sender. Buyers should claim from the retailer; retailers can recover from DPD. Asking DPD directly will usually fail because your contract is with the retailer.
What is DPD's claim window for this issue?
14 days from despatch for loss and damage (verify on the DPD website). Always check the current terms on DPD's own website before relying on a deadline.
What if the retailer refuses to refund?
If your order was over £100 and paid by credit card, file a Section 75 claim with your card issuer. For debit card or smaller amounts, request a chargeback within 120 days. You can also escalate via the Postal Redress Service (POSTRS) once a deadlock is reached.
DPD tracking says delivered — isn't that proof?
No. A tracking scan or photo is not proof you took physical possession. Section 29 of the Consumer Rights Act 2015 puts the burden on the retailer until the goods reach you.
How long should I wait before raising a claim?
Most retailers ask you to wait 24–48 hours after a "delivered" scan in case the parcel turns up. After that, contact the retailer in writing and quote the Consumer Rights Act.