Lost Parcel / Parcel Not Received

Have you received a notification saying that your parcel has been delivered, but it’s nowhere to be found?

What are your rights and what should you do?

More and more consumers report receiving a “parcel delivered” notification when the parcel has in fact not been received.
Here’s what you need to know about your rights and the steps to take if this happens.

Why can a parcel go missing after delivery?

Both consumers and postal operators benefit when parcels are delivered correctly on the first attempt.

To make this easier, postal operators such as bpost, PostNL, DPD, Colis Privé, Mondial Relay, FedEx, DHL and UPS offer various delivery options in case you are not at home when the courier arrives, including:

Delivery to a neighbour
Delivery in your letterbox or a parcel locker

You can also choose to give an authorisation to leave your parcel in a safe place near your home.
However, please note that you assume full responsibility for the parcel once it is left in the agreed location. Make sure you choose a safe and sheltered spot.

Parcels left without permission

The Postal Ombudsman has observed a growing number of complaints concerning parcels being left in unsafe locations without prior authorisation.

A typical example:

“According to the tracking information, my parcel was delivered, but when I came home, it was nowhere to be found.”

When the tracking system shows that the parcel has been delivered, it can be difficult to assert your consumer rights.

If your parcel has been left without your prior consent and cannot be found, you should:

Report it immediately to the postal operator,
Request a formal investigation into the delivery.

It is not acceptable for a parcel to be left unattended without your permission.

Also contact the seller or online platform

If you made your purchase online, contact the seller or the sales platform to report the non-delivery.
They may be able to provide a replacement or refund.

If you do not receive adequate compensation or a satisfactory response from either the seller or the postal operator, you can contact an independent mediation service that will review your case free of charge.

Need help or want to make a complaint?