What to Do If Your Parcel Is Stolen From Your Doorstep?

A stolen parcel is frustrating, but there’s a clear process to follow. Start by confirming it’s actually missing, then contact the retailer or courier. In most cases, you’re entitled to a replacement or refund. Here’s what to do.

Step 1: Confirm it’s actually missing

Before contacting anyone, make sure the parcel hasn’t simply been left somewhere unexpected or is waiting with a neighbour.

• Check your tracking information to confirm the parcel was marked as delivered. If so, note the time and any delivery photo if one was taken.
• Look around your front door, gate, porch, and anywhere a delivery driver might have left it out of sight.
• Ask neighbours whether it was left with them.
• Check for a redelivery card in case the driver attempted delivery but couldn’t leave it safely.
• Look out for a ‘phantom delivery’, where a parcel is marked as delivered but hasn’t actually arrived yet. If tracking shows it’s delivered but you’ve received nothing, wait a few hours before escalating.

If none of these turn anything up, it’s reasonable to treat it as stolen.

Step 2: Contact the retailer

Your first contact should be the retailer you ordered from, not the courier. Under the Consumer Rights Act 2015, the retailer is legally responsible for ensuring your order reaches you as agreed. If the parcel has been stolen from your doorstep after delivery, they’re still your primary point of contact.

When you contact them:

• Provide your order number and a clear account of what happened
• Include your tracking information and any delivery photo if one was taken
• Ask specifically for a replacement or refund

Most established retailers have processes for stolen or missing parcels and will offer to replace or refund without requiring significant evidence. If they refuse, remind them of their obligations under the Consumer Rights Act 2015. If you’re not getting anywhere, you can escalate through your bank using a chargeback request if you paid by card.

Step 3: Contact the courier if needed

If the retailer directs you to the courier, contact them directly with your tracking details and delivery confirmation. You’ll typically need to complete a formal loss or theft claim through their process.

Different couriers handle these claims differently. Royal Mail, DPD, Evri, and others all have their own claims procedures and timescales. Results can vary, so be persistent and keep records of all correspondence.

Step 4: Report it to the police

If you’re confident the parcel was stolen rather than simply lost or misdelivered, report it to the police using the 101 non-emergency number or through your local force’s online reporting tool. You’ll receive a crime reference number, which you’ll need if you make an insurance claim.

Step 5: Check your contents insurance

Contents insurance may cover stolen parcels in some circumstances, though this varies by policy. Cover is more likely to apply if:

• The parcel contained a high-value item
• The theft occurred in a communal area or from inside your home rather than from the open doorstep
• Your policy includes theft cover for belongings outside the home

Standard contents insurance covers belongings inside your home against theft. For items stolen from outside, you’d typically need personal possessions cover as an add-on. Check your policy documents to see what applies.

If you’re making a claim, you’ll need your crime reference number, proof of purchase for the item, and any delivery or tracking confirmation.

Before we go

A stolen parcel is frustrating, but you have clear options. Contact the retailer first, escalate to the courier if needed, and report it to the police if you’re confident it was stolen. Keep records of everything and check your contents insurance policy to see whether you’re covered.

With Lemonade’s contents insurance, theft of belongings is covered for insured events. 

Frequently Asked Questions