Doorstep parcel theft is increasingly common in the UK. If your delivery was stolen after being left unattended, the retailer may still be liable. Under consumer law, the seller is responsible for ensuring safe delivery. Let us help you build your case and recover your money.
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If you want the full parcel refund process in one place, you can start from the homepage and generate the complaint, escalation, and payment recovery steps together.
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Start your disputeIf the retailer or courier authorised a safe-place delivery without your consent — for example leaving it on your doorstep, in an open porch, or visible from the street — the retailer usually remains liable under the Consumer Rights Act 2015. If you personally chose a safe place, the retailer's liability is reduced because you accepted some delivery risk, but you can still challenge the decision if the courier ignored your instructions or left it somewhere obviously unsafe.
Report the theft to the police and get a crime reference number. Check for CCTV or video evidence from a doorbell camera, neighbour cameras, shop cameras, building cameras, or nearby council cameras. Photograph the scene, including where the parcel was supposedly left, visibility from the street, weather exposure, and any courier delivery photo or tracking note.
Contact the retailer in writing with the crime reference number, delivery screenshot, photos, and any CCTV details. Say the goods were not safely delivered and request a replacement or full refund under the Consumer Rights Act 2015. If the retailer refuses, escalate through chargeback for debit card payments or Section 75 for qualifying credit card purchases.
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Order details
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Helps the retailer locate your order — check your confirmation email
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Delivery details
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Case context
Did you buy directly from the retailer, or through a marketplace like Amazon or eBay?
Have you already contacted the retailer about this? This shapes the tone of your email.
What happened with the delivery? This adjusts the wording in your dispute email.
If the retailer refuses to refund you for a stolen delivery, your payment method can help. If you paid by credit card and the item cost over £100, Section 75 of the Consumer Credit Act makes your card provider equally responsible. You can claim a refund from your bank even if the retailer won't cooperate. If you paid by debit card, you can request a chargeback for any amount when goods haven't been safely delivered. Your bank will ask the retailer to justify the charge — if they can't, the payment is reversed. Most banks allow chargebacks within 120 days. If you paid through PayPal, you can open a dispute under their Buyer Protection programme for items not received. Our tool will tell you which payment route is strongest for your situation.
Yes. Under the Consumer Rights Act 2015, the retailer is responsible for safe delivery. If a parcel was left unattended and stolen, you can claim a refund or replacement from the seller.
Yes, reporting the theft to the police strengthens your case with the retailer and is recommended before requesting a refund.
If the courier left your parcel without your consent and it was stolen, the retailer is liable. They cannot blame you for the courier's decision to leave it unattended.
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