Parcel left at front door and stolen: who helps?

Summary

When a parcel left at the front door is stolen, the retailer you bought from is usually responsible, not the courier. Under the Consumer Rights Act 2015, goods stay at the trader's risk until they reach you or someone you named to receive them. A retailer setting "front door" as a default is not the same as you choosing it, so keep proof of what your delivery settings said. If the retailer refuses, your card provider (chargeback or Section 75) and Citizens Advice templates are the next doors.

Key information

• Who is responsible: the retailer arranged delivery, so complain to them. You have no contract with the courier.
• Screenshot your account delivery preferences before you change anything. If "front door" was set without you choosing it, say so in writing.
• If you did pick a safe place yourself, your position is weaker. Explain the facts anyway: many retailers still refund or replace.
• Keep the delivery photo, tracking history, doorbell footage and the time you got home.
• Report the theft to police for a crime reference. Retailers and card providers often ask for one.
• Marketplace orders: open the platform's own guarantee claim from your order page as well as messaging the seller.
• Citizens Advice can: explain your rights using if something you ordered hasn't been delivered; point you to the letter to complain about non delivery of goods; record your complaint and pass it to Trading Standards if the retailer shows a pattern. They will not chase the retailer, contact the courier, or start a court claim for you.
• Skip the call if the retailer has already refused in writing and you paid by card: go straight to your card provider.
• Your card provider can: raise a chargeback for goods not received, or assess a Section 75 claim on a credit card; ask for evidence: order confirmation, tracking, the retailer's refusal, police reference. They will not decide who took the parcel. If they refuse, you can go to the Financial Ombudsman Service.

Practical guidance

• Screenshot your delivery preferences, the delivery photo and tracking.
• Write to the retailer: the parcel was left at the front door without your agreement and was stolen, so you ask for a replacement or refund. Use the CA template.
• Report the theft to police (101 or your force's online form) and note the reference.
• Give the retailer 14 days. If they refuse, ask your card provider about chargeback or Section 75.
• Stuck? Call the Citizens Advice consumer helpline.
• Last resort: a money claim online against the retailer.
• Ask the Shaman to order the steps for your case.

Related topics