Common reasons for parcels to go missing
Parcels occasionally gets lost during transit. It is important to do what you can to prevent this from happening. There are a few reasons why a parcel can get lost, they include the following:
- Your label has detached
- There was no label attached when driver picked up the parcel
- The label is damaged and cannot be scanned or read
- Your box is damaged.
- Incorrect address entered at booking, parcel was delivered and cannot be retrieved
- The parcel has been sent to the wrong depot or destination and has not yet been scanned (Once it has been scanned, it will be re-routed to the correct destination)
How to raise a lost parcel investigation
If your tracking information doesn’t show any scans or you stopped seeing scans after 2-4 days your parcel may be lost.
If your item is lost, you must contact us within 30 days of the delivery date we gave you.
You can either contact us or the carrier to raise an investigation. To contact us click “send us a message” at the bottom of this page.
To begin with, tell us any defining features of your parcel and contents. Find out what information will help us find your parcel.
Locating a lost parcel
We will do everything in our power to find your parcel and deliver it to its destination address or back to you if a delivery is not possible. The search for your parcel can take us up to 10 days. Depending on why your parcel is lost and where it is located.
For example, if the label falls off a parcel it may sit in the depot for a few days before someone investigates it (some depots handle hundreds of thousands of parcels a day). Then they will look for any clues such as a sender or destination address.
Some carriers will repackage your goods if the box has been damaged but the contents have not been damaged.
If there is no way to identify where the parcel came from or is headed to it will go to lost property. The courier that you chose to ship your parcel with has to check each depot as well as their lost property departments. Unfortunately, this takes time.
Compensation for lost parcels
Read our guide on how to make a claim for everything you need to know about compensation for lost parcels.