DX tracking status

DX says delivered but no parcel: what to do

The short answer

Take action

DX has recorded your item as delivered, but you do not have it. Look for a calling card first, because DX's tracking can say an item went to a neighbour and that a card says where.

When to act: If it has not turned up by the end of the day after the delivered message, file a complaint and we send it to DX.

Also shown as: “Delivered” · “Delivered and signed for” · “Your item has been left with a neighbour, please see calling card for details”

What to do now

Look for the calling card, which says where a neighbour or safe place delivery was left.
Look in places out of general sight: shed, garage, porch, behind the bins and the rear of the property.
Ask everyone at home, then the neighbours on both sides and opposite.
Read the confirmation email and the tracking for a name, time or photo, and save them.
If you were home, note when and save any doorbell footage for your complaint.
Still not sorted? File your complaint here. We write it with you and send it to DX, 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

DX's terms allow delivery to the recipient or any other person at the address. Where the sender chose Mandatory Signature, the item must be signed for. On services without a signature, DX says the item goes through the letterbox or, if larger, to a neighbour or a discreet place out of general sight. One shared tracking line reads that the item has been left with a neighbour, please see calling card for details.

DX says the courier can photograph the property at the point of delivery, and its page on parcels mentions photographic proof of delivery. Reviews people share describe missing cards, a photo of the wrong house, and a parcel found behind the bins in another garden.

Why it happens

Left with a neighbour
Left out of general sight, for example in a shed or porch
Signed for by someone else at the address
Delivered to the wrong address
Recorded as delivered by mistake
Taken after delivery

What usually happens next

Give it until the end of the next day, in case a neighbour has it and has not been round yet. If you bought from a business, UK consumer law (the Consumer Rights Act) keeps the goods at the seller's risk until they reach you or someone you named to take them.

Other DX statuses

Not arrived or delayedKeep an eye on it
Tracking not updatingKeep an eye on it
Your tracking details have not been recognisedKeep an eye on it
Scanned at the depotKeep an eye on it
Out for deliveryNormal
Sorry we missed youTake action

All DX statuses →

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

If you bought it online from a business, the seller picked DX and it usually stays responsible until you have the item. Section 29 of the Consumer Rights Act leaves the risk with the seller until the goods reach you or a person you named to take them, unless you booked the courier yourself and the seller did not offer it as an option.

If you sent it yourself on a DX account, your contract is with DX under its conditions of carriage. They cap DX's liability at the limit per package in your service agreement, and DX does not pay the first £25 of any claim.

Questions about “Delivered but not received”

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

Look for a calling card, check the places out of general sight around the property, and ask your household and neighbours. If it has not turned up by the end of the next day, file a complaint on Complain.biz and we send it to DX.

Who signed for my DX parcel?

DX's terms allow delivery to any person at the address, so the name may not be yours, and it may be a neighbour's. Ask your household and neighbours. If nobody knows the name, note it for your complaint.

Will DX leave a parcel in a safe place?

Only on a service without a signature, which the sender chooses. DX says the item then goes through the letterbox or, if larger, to a neighbour or a discreet place out of general sight.

Does DX take a photo when it delivers?

DX says the courier can photograph the property at the point of delivery, and its page on parcels mentions photographic proof. If you see a photo that is not your home, save it for your complaint.

Who is responsible if my DX parcel is missing after delivery?

If you bought from a business, usually the seller, until the goods are in your hands or with someone you named. That is section 29 of the Consumer Rights Act.

Based on

DX: Why has the courier taken a photograph of my property?
legislation.gov.uk: Consumer Rights Act, section 29
DX: Do all DX Secure Flex packages require a signature upon delivery?
DX: Why am I asked to sign for my delivery?
DX: Express Conditions of Carriage, the version on its current terms page
DX: DX Parcel (how the process works, depot scans)
Trustpilot: Dxexpress reviews (shared delivery texts and tracking lines)
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)