DPD Return Parcel Lost: How to Get a Refund (UK)
If your return parcel was lost by the courier in transit back to the retailer with a DPD delivery, you have rights as a UK consumer. If you used the retailer's prepaid return label, the retailer carries the risk. If you posted at your own cost, proof of postage transfers liability when the loss is the courier's fault. 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
Locate your proof of postage. If you used the retailer's prepaid label, the retailer carries the risk. If you posted at your own cost, proof of postage protects you.
- 2
Save the DPD tracking page screenshot showing the last scan and current status.
- 3
Contact the retailer in writing. State that the return is in transit and ask for a refund within 14 days of return cancellation under Consumer Contracts Regulations.
- 4
If the retailer says they have not received it, ask them to chase DPD via the DPD claim portal (the sender usually files; ask the retailer to lodge it). The window is 14 days from despatch for loss and damage (verify on the DPD website).
- 5
If you posted at your own cost and the courier lost it, file a claim yourself with proof of postage and contents value.
- 6
If the retailer refuses to refund, escalate via Section 75, chargeback, or 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.
Whose problem is a lost return — mine or the retailer's?
If you used the retailer's prepaid return label, the retailer carries the risk. If you paid for return postage yourself, proof of postage shifts the risk to DPD once they took it.
When is the retailer required to refund?
Under Consumer Contracts Regulations, refunds are due within 14 days of the retailer receiving the goods or you proving you sent them, whichever is sooner.