DX tracking status

DX “Sorry we missed you”: what it means

The short answer

Take action

DX says it tried to deliver and could not complete it, so you need to act. On home deliveries you choose a redelivery on its Track page. DX's help pages give no hold period for home deliveries, so book it soon.

When to act: If you were in when DX says it tried, or a redelivery you booked has not come by the end of the next working day, file a complaint and we send it to DX.

Also shown as: “Missed delivery” · “We were not able to access the property” · “Left a card” · “Calling card” · “Consignee no longer at address awaiting further instructions”

What to do now

Look for the calling card and ask your neighbours. The card should say whether a neighbour has the item or where it was left.
Enter the number from the card on DX's Track page and follow the steps to book a redelivery, if it is offered for your item.
Choose the earliest day someone can sign. You may be able to pick your work address instead of home, subject to access.
If you were in, note the date and time shown, save any doorbell footage and screenshot the map if you have one.
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

Missed delivery or a card left with another courier

What does “Sorry we missed you” mean?

The courier could not get a signature, could not reach the door or found nobody in. A calling card should come through your letterbox with a tracking or consignment number, and DX can also send an email or letter. For a secure delivery the courier records details of the property at the attempt, which can include a photo of the building but not of people. DX does not explain the message that it was not able to access the property, or the one saying the consignee is no longer at the address; those wordings come from shared histories.

What happens next depends on the service. On DX Secure Flex, the home service, you choose a redelivery to your home or work address on DX's site, subject to access. DX's current help pages do not say how long it keeps the item, so do not wait. DX Secure Business, for business addresses, tries again the next working day, then holds the item at a service centre for 5 working days and returns it to the sender for a fee.

Why does DX show it?

Nobody was in to sign
No neighbour could take it
The courier recorded that the property could not be reached
A buzzer or entry system at the address
An incomplete address on the sender's label

How long does it last?

On DX Secure Flex, book a redelivery on the Track page, where offered: to your home or work address, subject to access. Collection from a depot exists on certain services only, and the Track page shows whether yours has it.

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
Delivered but not receivedTake 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 “Sorry we missed you”

What do I do if I missed a DX delivery?

Use the number on the calling card on DX's Track page to book a redelivery, if your item offers one. If you have no card, your tracking number works too. Do this soon, because DX's help pages give no hold period for home deliveries.

DX says it could not access my property but I was home. What now?

Screenshot the message and any map straight away, and note when you were in. In one shared history the map showed the van about 20 miles away when this message appeared. Book a redelivery to get your item, then file a complaint on Complain.biz and we send it to DX.

How long will DX keep my item after a missed delivery?

DX's current help pages give no period for its home service, so book as soon as you can. DX Secure Business holds an item for 5 working days after the second try, then returns it to the sender for a fee.

Why did the DX courier photograph my house?

DX says it records details of the property at a secure delivery or attempt, and this can include a photo. It says couriers are told not to photograph people and that photos are for delivery purposes only.

Can I change the address for a DX redelivery?

If you have not booked yet, the Track page may offer your home or work address. If you have already booked, DX asks for 24 hours' notice to change it.

Based on

DX: What happens if you cannot deliver my DX Secure Flex package?
DX: What happens if DX Secure Business cannot deliver my package?
DX: Where do I find my DX tracking number?
DX: Can I change my delivery details or my delivery address?
DX: Why has the courier taken a photograph of my property?
reviews.io: DX reviews (shared tracking messages)
DX: Can I collect my DX item from your depot?
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)
DX: Express Conditions of Carriage, the version on its current terms page