Royal Mail Parcel Stolen From Doorstep: How to Get a Refund (UK)
If your parcel was left in an unsafe place and stolen with a Royal Mail delivery, you have rights as a UK consumer. Under Section 29 of the Consumer Rights Act 2015, the retailer is responsible until you take physical possession. A photo on the doorstep is not proof of safe delivery. If you bought goods online, the retailer is responsible under the Consumer Rights Act 2015. Personal Royal Mail claims apply when you posted the parcel yourself. Use this page to check what to do next, the Royal Mail claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Royal Mail's website before relying on them.
How to claim a refund
- 1
Check any safe place mentioned in Royal Mail's delivery photo. Look at CCTV, doorbell footage or neighbour cameras.
- 2
Report the theft to the police on 101 and get a crime reference number. This strengthens your refund claim.
- 3
Photograph the delivery location to show why it was unsafe. Save the Royal Mail delivery photo and any GPS data.
- 4
Contact the retailer in writing. Cite Section 29 of the Consumer Rights Act 2015 — you had not taken possession, so the retailer is liable.
- 5
Include the crime reference number and the photo evidence. Ask for a full refund or replacement.
- 6
If the retailer refuses, escalate via Section 75 (credit card over £100), chargeback (within 120 days) or the Postal Review Panel and then the Postal Redress Service (POSTRS).
Royal Mail compensation and escalation
- Claim window
- 80 days from posting for lost items and 14 days for damaged parcels (verify on the Royal Mail website)
- How to claim
- Royal Mail's online claim form (proof of posting and contents required)
- Escalation
- the Postal Review Panel and then the Postal Redress Service (POSTRS)
Frequently asked questions
Should I claim from Royal Mail or the retailer?
Claim from the retailer. If you bought goods online, the retailer is responsible under the Consumer Rights Act 2015. Personal Royal Mail claims apply when you posted the parcel yourself. Asking Royal Mail directly will usually fail because your contract is with the retailer.
What is Royal Mail's claim window for this issue?
80 days from posting for lost items and 14 days for damaged parcels (verify on the Royal Mail website). Always check the current terms on Royal Mail'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 Review Panel and then the Postal Redress Service (POSTRS).
Royal Mail left the parcel in a "safe place" — am I out of luck?
No. Unless you pre-authorised that safe place in writing, the retailer is still responsible. A photo on a doorstep does not transfer the risk to you.
Do I need a police report to get a refund?
Not always, but a crime reference number strongly supports your claim. If the retailer refuses without one, get one from 101 to remove the excuse.