DHL Delivered But Not Received: How to Get a Refund (UK)
If the tracking shows your parcel was delivered, but you never got it with a DHL 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. DHL only pays the sender, so a UK online order is the retailer's claim to make. DHL eCommerce handles most UK home deliveries; DHL Express handles international. Use this page to check what to do next, the DHL claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on DHL's website before relying on them.
How to claim a refund
- 1
Open the DHL tracking page and screenshot the "delivered" status, time, and any photo or location details shown, for your records.
- 2
Check the safe place, neighbours and household members. Parcels left with a neighbour or in a safe place often turn up within a day or two.
- 3
Contact the retailer in writing and quote Section 29 of the Consumer Rights Act 2015. The retailer is responsible, so it should deal with this rather than pass you to DHL.
- 4
Ask the retailer to file a claim with DHL via DHL customer service, which opens the investigation before the claims team decides. The claim window is DHL eCommerce UK: 14 days from delivery for damage or shortage and 14 days from the due delivery date for a lost parcel, then portal registration within 21 days of delivery (or of the due delivery date for a lost parcel); DHL Express: all claims in writing within 30 days of the date DHL accepted the shipment (verify on the DHL website).
- 5
If 14 days pass with no fix, request a full refund or replacement. Mention that the goods stay at the retailer's risk until they reach you.
- 6
If refused, escalate via Section 75 (if you paid on credit and your purchase qualifies) or a chargeback (usually within 120 days; check with your bank). For further escalation, use Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live.
DHL compensation and escalation
- Claim window
- DHL eCommerce UK: 14 days from delivery for damage or shortage and 14 days from the due delivery date for a lost parcel, then portal registration within 21 days of delivery (or of the due delivery date for a lost parcel); DHL Express: all claims in writing within 30 days of the date DHL accepted the shipment (verify on the DHL website)
- How to claim
- DHL customer service, which opens the investigation before the claims team decides
- Escalation
- Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live
Frequently asked questions
Should I claim from DHL or the retailer?
Claim from the retailer. DHL only pays the sender, so a UK online order is the retailer's claim to make. DHL eCommerce handles most UK home deliveries; DHL Express handles international. Your contract is with the retailer, so it is the retailer's job to deal with DHL.
What is DHL's claim window for this issue?
DHL eCommerce UK: 14 days from delivery for damage or shortage and 14 days from the due delivery date for a lost parcel, then portal registration within 21 days of delivery (or of the due delivery date for a lost parcel); DHL Express: all claims in writing within 30 days of the date DHL accepted the shipment (verify on the DHL website). Always check the current terms on DHL's own website before relying on a deadline.
What if the retailer refuses to refund?
If you paid on credit, you may have a Section 75 claim against your card issuer or lender for a single item (or a set sold together) with a cash price over £100 and up to £30,000, paid for wholly or partly on credit, most often a credit card (some point-of-sale loans and store or catalogue credit also qualify; paying through PayPal or some marketplaces can rule it out). If not, or if you paid by debit card, ask your bank about a chargeback; the usual time limit is about 120 days, but check with your bank. You can also escalate via Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live.
DHL tracking says delivered — isn't that proof?
Not by itself. A tracking scan or photo does not show that the goods reached you. Section 29 of the Consumer Rights Act 2015 keeps the goods at the retailer's risk until they reach you or someone you nominated to receive them.
How long should I wait before raising a claim?
Some retailers ask you to wait a day or two after a "delivered" scan in case the parcel turns up. After that, contact the retailer in writing and quote the Consumer Rights Act.
