DPD tracking status

DPD “Your parcel was refused”: what it means

The short answer

Take action

DPD recorded that the parcel was turned down at the delivery address, so it will normally go back to the sender. Refusal scans are not always right, and a return is easier to stop the sooner it is reported.

When to act: If you did not refuse the parcel, file a complaint the same day and we send it to DPD.

What to do now

Check the tracking page for any details or photo of the refusal.
Ask everyone at the address whether they turned a parcel away.
If you refused it because it was damaged, write down what you saw and keep any photos you took.
If you refused it on purpose, check the retailer's returns policy for when your refund is paid.
Screenshot the refusal scan with its date and time, and note your order number.
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

What does “Your parcel was refused” mean?

A refusal scan means the driver logged that someone at the address would not accept the parcel. The scan does not always say why; common reasons are visible damage or a name on the label that the person at the door did not recognise. Once a parcel is marked as refused, DPD normally starts sending it back to the sender.

Refusal scans are not always right. People report seeing 'refused' without anyone knocking, for example after a delivery to the wrong door or a wrong scan. The sooner it is reported, the better the chance of stopping the return.

Why does DPD show it?

You or someone at the address declined the parcel
The parcel was visibly damaged and was refused
The person who answered did not recognise the name on the label
The driver went to the wrong address or used the wrong scan

How long does it last?

The parcel is usually sent back to the sender, which can take several working days. The sender then decides whether to send it again or refund you.

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
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

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 “Your parcel was refused”

What does 'Your parcel was refused' mean on DPD?

DPD logged that the parcel was not accepted at the delivery address, so it will normally be returned to the sender.

Why does DPD say my parcel was refused when I didn't refuse it?

It can be a driver error, a delivery to the wrong address or someone else at the address turning it down. A return is easier to stop the sooner it is reported.

Will I get a refund if my DPD parcel was refused?

Refunds come from the retailer, not DPD. Many retailers refund once the parcel is back with them, so check their returns policy.

Can a refused DPD parcel be delivered again?

Sometimes, if it is caught before it leaves your area. The sender controls where the parcel goes, so a new delivery needs the sender's agreement.

Based on

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