Lost Parcels

We understand when a parcel goes missing, it can be an extremely stressful and worrying time. The good news is most lost parcels are found; We will do everything in our power to find your parcel, however it can potentially take up to 10 working days and sometimes more to locate.

One of the most common reasons for a parcel to be lost is if the label has become detached or damaged. If there is no way to identify where the parcel came from or is headed to it will go to lost property. The carrier then needs to first find the lost box, then physically match your contents description to the contents of each lost box. As you can imagine this is a painstaking task and one that often takes time.

In order to locate your parcel we’re going to need you to provide a detailed description of the contents, and any unique identifying marks on the box, this information is then sent to all the depots your parcel travelled through.

How to raise a lost parcel investigation

If your tracking information does not show any scans or you stopped seeing scans after 2-4 days your parcel may be lost.

If your item is lost, you must contact us within 30 days of the collection date.  

You can either contact us to raise an investigation. To contact us click “send us a message” at the bottom of this page. 

To begin with, please provide us images of the parcel and contents. Tell us any defining features of your parcel and contents:

  • Any marks or additions on the outside of the box, such as “fragile” stickers, distinctive tape, or text.
  • A description of the contents of your parcel.
  • Any serial numbers or identifying numbers of the contents of the parcel.
  • Did you write a return address on the inside or outside?

 Common reasons for parcels to go missing

Parcels occasionally gets lost during transit. It is important to do what you can to prevent this from happening. There are a few reasons why a parcel can get lost, they include the following:

  • Your label has detached.
  • There was no label attached when driver picked up the parcel.
  • The label is damaged and cannot be scanned or read.
  • Your box is damaged.
  • Incorrect address entered at booking, parcel was delivered to address on the label and cannot be retrieved.

Preventing a parcel from going missing

  1. Always write a return address on the box.
  2. Always place a spare shipping label inside each box. Our website prints this label automatically for you.
  3. Use a documents enclosed pouch to affix the label as sometimes sellotape can catch on the carrier conveyor belts and the label can become dislodged and fall off.

Compensation for lost parcels

Read our guide on how to make a claim for everything you need to know about compensation for lost parcels.


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