My item is shown as delivered but it hasn't been?

What can I do if my item is shown as delivered, but it hasn’t been received?

If you’re the recipient:

  • Check whether the item was sent using a service that obtains a signature on delivery*. If it was, do you recognise the name of the person who accepted the item? The name will be provided by the person who accepted the delivery and not always the person on the address label.
    *We usually ask customers to sign for deliveries on a digital screen. However, due to the current coronavirus situation, in order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item and sign on their behalf.
  • If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in your designated Safeplace if you have one.
  • If the item was sent to your work address, check with the post room and your colleagues to see if someone accepted the delivery.
  • If you bought the item online, check the shipping address was correct.

 
If you’re the sender:

  • Ask the recipient to check the points above.
  • If you sold the item, check the shipping address provided was correct.

 

What if the item can’t be located and the address was correct?

 
If the item has been scanned as delivered today but it can't be located, this may be due to a rare scanning error. Please allow an extra day for the item to be delivered before contacting us.

If you’re the recipient please contact the sender. They will contact us to make enquiries on your behalf.

If you’re the sender:

  • If the item was posted in the UK, please contact us.
  • If the item was posted from another country to the UK, you need to contact that country’s postal authority. They can make enquiries on your behalf.

 
If you are a business sending the item, click here for more information.

 

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