DPD tracking status
DPD “Being held at the depot”: what it means
The short answer
Take actionYour parcel is at a DPD depot but is not planned for delivery yet, often after a failed attempt, an address problem, unpaid import charges or a damaged label. Check the tracking page for options or a payment request.
When to act: If the tracking page shows no reason or option within 1 working day, file a complaint and we send it to DPD.
Also shown as: “Your parcel is being held in our depot” · “Your parcel is being held on our premises” · “Your parcel is on our premises”
What to do now
- 1
Open the tracking page with your parcel number and postcode and look for options, such as a new date or a Pickup shop.
- 2
If you get a text or email asking for import duty or VAT, first open the DPD app yourself and check that your parcel is really waiting for charges.
- 3
Check that the delivery address and postcode on your order confirmation match the tracking page.
- 4
Keep screenshots of the held status and any DPD messages, with their dates.
- 5
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.
Waiting at a post office, shop or locker with another courier
- USPS: Held at post office
- DHL: Awaiting Collection by Consignee
- UniUni: Failed delivery attempt, returning to the warehouse
- Cainiao: Waiting for Pick Up
- Evri: Ready for collection
- InPost: Ready to collect
- Parcelforce: Available for Redelivery or Collection
- Canada Post: Available for pickup
- Purolator: Shipment available for pickup
- Canpar: Held for pickup
- Intelcom: Ready for pickup
- Australia Post: Awaiting collection
- StarTrack: At Delivery Depot
- Aramex: Ready for collection
- CouriersPlease: Ready for collection
- Team Global Express: Awaiting collection
- NZ Post: Ready to collect
- An Post: Your delivery is in D.S.U.
- DPD Ireland: Your parcel is held at the DPD depot
What does “Being held at the depot” mean?
A held parcel has reached a depot but is not on a delivery round. DPD uses this wording in several situations: the parcel came back after a failed delivery, the address or contact details need checking, the label or packaging needs fixing, an international parcel is waiting for duty or VAT to be paid, or the depot has a backlog. DPD says address changes go through the sender.
For parcels from abroad, DPD UK sends a payment request by email or text with a secure link, and DPD's Belgian site says the parcel is held for up to 5 days for payment. DPD's returns policy also lets it send an undeliverable parcel back after a minimum of 5 calendar days.
Why does DPD show it?
- A delivery attempt failed and the parcel went back to the depot
- The address is incomplete or the postcode does not match
- Import duty or VAT is waiting to be paid
- The label or packaging is damaged and needs fixing
- The depot has a backlog and has not planned the parcel yet
- You or the sender asked DPD to hold it
How long does it last?
Once the reason is cleared, for example a new date is chosen, the charge is paid or the address is fixed, the parcel usually goes out on the next working day. If nothing happens, DPD can return it to the sender after a few days.
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
- Your parcel was refusedTake action
- Delivered, but you do not have itTake 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
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 “Being held at the depot”
Why is my DPD parcel being held at the depot?
Common reasons are a failed delivery, an address problem, unpaid import charges, a damaged label or a backlog. The tracking page or a DPD message usually shows what is needed.
Can I collect my parcel from a DPD depot?
Sometimes, depending on the options DPD shows for your parcel. If depot collection is not offered, choose a DPD Pickup shop and bring your pick-up pass, photo ID and proof of address.
How long will DPD hold my parcel?
DPD's returns policy lets it send an undeliverable parcel back after a minimum of 5 calendar days, and DPD's Belgian site says parcels awaiting import charges are held for up to 5 days. Act quickly to avoid a return.
What does 'Your parcel is on our premises' mean?
Your parcel has been scanned into a DPD site and is waiting there. If it does not move to out for delivery within a working day, check the tracking page for a reason or an option to choose.
Based on
- DPD UK: Return, Disposal and Destruction of Goods Policy
- DPD (Belgium) FAQ: how long DPD UK holds a parcel awaiting duty payment
- DPD UK: Standard Terms and Conditions of Carriage (PDF)
- DPD UK: How can we help? (missed deliveries, Pickup shops, delivery slot)
- DPD UK: Phishing and scam messages
- legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until they reach you)
- DPD standard terms for delivery services bought at a Post Office branch