InPost Parcel Stolen From Doorstep: How to Get a Refund (UK)
If your parcel was left in an unsafe place and stolen with a InPost delivery, you have rights as a UK consumer. Under Section 29 of the Consumer Rights Act 2015, the goods stay at the retailer's risk until they come into your physical possession, or that of someone you nominated to receive them. A photo on the doorstep does not by itself show that delivery was safe. InPost's published windows are short: 7 days after drop-off for a lost parcel where the label was bought through its own site or app, and 14 to 28 days on its retailer claim form. Either way tell the retailer straight away, because the label buyer, usually the retailer rather than you, has to lodge the claim in time. Use this page to check what to do next, the InPost claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on InPost's website before relying on them.
How to claim a refund
- 1
Check any safe place mentioned in InPost'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 InPost delivery photo and any location details shown.
- 4
Contact the retailer in writing. Cite Section 29 of the Consumer Rights Act 2015: the goods stay at the retailer's risk until they reach you or someone you nominated to receive them.
- 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 (if you paid on credit and your purchase qualifies), a chargeback (usually within 120 days; check with your bank) or Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live.
InPost compensation and escalation
- Claim window
- 7 days after drop-off for a lost parcel where the label was bought through InPost's site or app (its retailer claim form allows 14 to 28 days), 14 days from delivery if tracking says delivered but it never arrived, and 30 days from delivery for damage (verify on the InPost website)
- How to claim
- InPost's online claim form, which the sender who bought the label submits
- 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 InPost or the retailer?
Claim from the retailer. InPost's published windows are short: 7 days after drop-off for a lost parcel where the label was bought through its own site or app, and 14 to 28 days on its retailer claim form. Either way tell the retailer straight away, because the label buyer, usually the retailer rather than you, has to lodge the claim in time. Your contract is with the retailer, so it is the retailer's job to deal with InPost.
What is InPost's claim window for this issue?
7 days after drop-off for a lost parcel where the label was bought through InPost's site or app (its retailer claim form allows 14 to 28 days), 14 days from delivery if tracking says delivered but it never arrived, and 30 days from delivery for damage (verify on the InPost website). Always check the current terms on InPost'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.
InPost left the parcel in a "safe place" — am I out of luck?
Not necessarily. If you did not authorise that safe place, the goods were still at the retailer's risk. If you did, the question is whether the courier followed your instruction. A photo on a doorstep does not by itself show safe delivery.
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.
