Who is responsible if my parcel is lost: the retailer or courier?

The retailer is legally responsible under the Consumer Rights Act. Your contract is with the seller, not the delivery company. Always complain to the retailer first.

What if my parcel was left in an unsafe place?

If the courier left your parcel without your consent and it was stolen, the retailer must refund or replace it. 'Safe place' instructions only apply if you explicitly authorised them.

How long should I wait before reporting a lost parcel?

If the estimated delivery date has passed, contact the retailer immediately. Under the Consumer Contracts Regulations, goods must be delivered within 30 days unless agreed otherwise.

Complain to DHL

International courier and parcel service

Delivery

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Common DHL Complaints

Lost Parcel

Full refund for lost items

Damaged Parcel

Compensation for damaged goods

Misdelivered Parcel

Parcel left in wrong location

Late Delivery

Missed delivery deadline

Laws That Protect You

Consumer Rights Act 2015

Delivery services must be performed with reasonable care and skill.

Section 49Section 52

Consumer Contracts Regulations 2013

Goods must be delivered within 30 days unless otherwise agreed.

Regulation 42

Tips for DHL Complaints

The retailer is responsible, not the courier - complain to the seller first
Take photos of damaged packaging before opening
Check 'safe place' instructions on your account
Request signature on delivery for valuable items
Keep tracking information and delivery notifications

If DHL Doesn't Respond

1
Retailer First
Allow 14 days
Complain to the retailer who sold you the item: they're legally responsible, not the courier
2
Courier Directly
If the retailer won't help, contact the delivery company's complaints team
3
Section 75 / Chargeback
Paid by credit card? Your card provider shares liability for purchases £100–£30,000
4
Small Claims Court
File a claim for undelivered goods via Money Claims Online
Visit website

Contact Emails

customer.service.uk@dhl.com

Customer Service

ukcomplaints@dhl.com

Complaints

Expected Response Time

14 days

Retailers should respond within 14 days. If they blame the courier, remind them they hold the legal responsibility.

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Frequently Asked Questions

Other Delivery Companies

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to DHL or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.