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 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. 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 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.
UPS compensation and escalation
- Claim window
- 14 days from receipt to report damage or part loss, and 60 days from the goods being consigned to report a loss (verify on the UPS website)
- How to claim
- UPS's online claim form
- 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 UPS or the retailer?
Claim from the retailer. Your contract is with the retailer that booked UPS. UPS will only pay the sender. Your contract is with the retailer, so it is the retailer's job to deal with UPS.
What is UPS's claim window for this issue?
14 days from receipt to report damage or part loss, and 60 days from the goods being consigned to report a loss (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 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.
UPS 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.
