How to complain if your parcel was left somewhere or stolen

Find out what to do if your parcel hasn't turned up, was left somewhere outside your home and stolen, or left with a neighbour that denies having them.

1 How to avoid problems

Before you even place your order, read the seller's terms and conditions (T&Cs) and delivery information carefully.

Does it say anywhere that items may be left with a neighbour or in a safe place unless you specifically say that you're not happy with that arrangement?

By agreeing to the seller's T&Cs when placing your order, you could be agreeing to these arrangements without realising it.

If you're particularly concerned that a parcel could be left outside, or with a neighbour you don’t know or get on with, then inform the seller at the outset as it'll make it easier to complain if there's a subsequent problem with a delivery.

2 Contact the seller

Contact the seller and explain that you haven’t received the goods you ordered. The seller may argue that their obligations ended when the goods were left. 

But make the point that you didn't agree to the goods being left in this way and that by not delivering them to you, the seller is in breach of contract.

If the seller tries to argue that the delivery driver failed to follow the delivery instructions given, explain that the seller can’t escape responsibility by subcontracting some of their obligations to a third party. 

You contracted with the seller for the delivery, not the delivery driver, therefore responsibility rests with the seller.

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