DPD tracking status

DPD says delivered but no parcel: what to do

The short answer

Take action

DPD's driver marked the parcel as delivered, to you, a neighbour or a safe place, but it has not reached you. Check the delivery photo and nearby neighbours the same day. If it is not there, the retailer is usually still responsible.

When to act: If you cannot find it on the day of the delivered scan, file a complaint straight away and we send it to DPD.

Also shown as: “Your parcel has been delivered” · “We have left your parcel in a safe place” · “Your parcel has been delivered and received by [name]”

What to do now

Open the tracking page and check the delivery photo, the name of whoever signed and the time.
Check porches, bins and sheds, and ask neighbours within about 50 metres.
Ask everyone at your address, and any reception or concierge, whether they took it in.
Screenshot the delivered scan and the photo, and note your order number and the date.
Still not sorted? File your complaint here. We write it with you and send it to DPD, so you do not have to chase it yourself.

Start my complaint

Says delivered, but it is not here with another courier

Tracking says delivered but nothing arrived: who is responsible? →

What is going on

A delivered scan ends DPD's job under its conditions: delivery to a neighbour within 50 metres walking distance, to a concierge at your building, or to a safe place that you or the sender asked for all count as delivered. The tracking usually shows who signed or a photo of where the parcel was left. If the photo shows the wrong door, or nobody you know signed, it may have gone to the wrong address.

That does not end the retailer's duty to you. Under UK consumer law (the Consumer Rights Act), an item you buy from a UK business stays at the seller's risk until it reaches you or someone you named, so a parcel left with a neighbour or in a safe place you did not choose, or at the wrong address, is still the retailer's problem. DPD can ask the driver where it was left. If it cannot be found, the sender claims from DPD, not you, and has to notify DPD within 14 days of despatch. DPD may ask you to sign a letter confirming you did not receive it.

Why it happens

Left with a neighbour you do not know
Left in a safe place that someone else reached first
Delivered to a similar address or the wrong house
Signed for by someone at a shared address or reception
Scanned as delivered by mistake

What usually happens next

DPD normally checks with the driver first. If the parcel is not found, the sender handles the claim; DPD aims to resolve complaints within 5 working days, or up to 28 days for complex cases.

Other DPD statuses

At a DPD hubNormal
Delayed due to an unexpected issue in your areaKeep an eye on it
Your parcel has been delayedKeep an eye on it
Out for delivery, but not arrivedKeep an eye on it
Sorry we missed youTake action
Being held at the depotTake action
Your parcel was refusedTake action
On its way back to the senderTake action
Tracking not updatingKeep an eye on it
Hub 1 - BhamNormal
Hub 2 - BhamNormal
Hub 3 - BhamNormal
Hub 4 - HinckleyNormal
Hub 5 - HinckleyNormal

All DPD statuses →

Who is responsible for a late or missing parcel from DPD?

If you bought online from a business, the seller is usually responsible until the parcel reaches you. Under UK consumer law (the Consumer Rights Act), the goods stay at the seller's risk until you or someone you named has them, unless you chose and booked the courier yourself. DPD's contract is with the seller, so a lost, damaged or very late parcel is the seller's to put right.

If you sent the parcel yourself, your contract is with DPD, under its terms. DPD postage bought at a Post Office branch includes cover up to the lower of the item's value or £50, and DPD's standard conditions for business senders cover the lower of the item's value or £100 per parcel, unless extra cover was bought.

Questions about “Delivered, but you do not have it”

DPD says delivered but I have not received it. What should I do?

Check the delivery photo and nearby neighbours the same day. If it is not found, DPD settles with the sender, and a refund or replacement is up to the retailer. File a complaint on Complain.biz and we send it to them.

Can DPD leave my parcel with a neighbour without asking?

Yes. Unless DPD agreed in writing not to, its conditions let it use a neighbour within 50 metres, a concierge or a Pickup shop. If you did not choose that neighbour, UK consumer law (the Consumer Rights Act) keeps a missing parcel the retailer's responsibility.

Who is responsible if a parcel DPD left in my safe place is stolen?

If you chose that safe place, the retailer may say it was delivered. If the retailer or driver chose it without your agreement, UK consumer law (the Consumer Rights Act) keeps the risk with the seller, so the retailer should replace or refund it.

What is a DPD denial of receipt letter?

A short statement in which you confirm you did not receive the parcel. DPD can ask the recipient for one before it settles a lost-parcel claim with the sender.

Based on

DPD UK: Standard Terms and Conditions of Carriage (PDF)
DPD UK: Complaints Charter (contact details and complaint timescales, PDF)
DPD UK: How can we help? (missed deliveries, Pickup shops, delivery slot)
DPD standard terms for delivery services bought at a Post Office branch
Amazon Seller Forums: DPD tracking history with 'Hub 5 - Hinckley' and 'Hub 2 - Bham' scans
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until they reach you)