UPS Parcel Stolen From Doorstep: How to Get a Refund (UK)
If your parcel was left in an unsafe place and stolen with a UPS 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. Your contract is with the retailer that booked UPS. UPS will only pay the sender. Use this page to check what to do next, the UPS claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on UPS's website before relying on them.
How to claim a refund
- 1
Check any safe place mentioned in UPS'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 UPS 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 retailer first; then Section 75 or chargeback.
UPS compensation and escalation
- Claim window
- 60 calendar days from delivery (or scheduled delivery for non-arrivals; verify on the UPS website)
- How to claim
- UPS's online claim form
- Escalation
- the retailer first; then Section 75 or chargeback
Frequently asked questions
Should I claim from UPS or the retailer?
Claim from the retailer. Your contract is with the retailer that booked UPS. UPS will only pay the sender. Asking UPS directly will usually fail because your contract is with the retailer.
What is UPS's claim window for this issue?
60 calendar days from delivery (or scheduled delivery for non-arrivals; verify on the UPS website). Always check the current terms on UPS'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 retailer first; then Section 75 or chargeback.
UPS 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.