Parcel stolen by delivery driver: who helps?

Summary

If a parcel was stolen by the delivery driver in England, who helps starts with the retailer (they usually own the delivery risk until you have the goods), then the courier complaint process, a police crime report for evidence, then your card issuer for Section 75 or chargeback if eligible. Citizens Advice explains the order and letter templates. Advisers will not chase the courier van or lodge the claim for you. Sibling page covers parcels left outside and missing; this page is driver theft.

Key information

• Keep tracking screenshots, “delivered” photos, driver name if shown, and chat logs.
• Ask the retailer for a refund or resend under the Consumer Rights Act / contract of sale.
• A crime number helps evidence; police may not investigate every low value theft.
• Section 75 needs a credit card and a qualifying debtor creditor supplier chain. Debit cards use chargeback schemes instead.
• The retailer can: check proof of delivery and open a courier investigation; often refund or replace when delivery was not completed to you. They will not always accept a theft claim without asking for evidence.
• Citizens Advice can: point to problem with a delivery style guidance and letter templates; explain Section 75 versus chargeback timing. They will not call the retailer or card issuer for you, or represent in court.
• Your card issuer can: consider Section 75 (credit) or chargeback (often debit) after you tried the retailer; ask for proof of dispute and any crime reference. They will not guarantee a refund, or investigate the driver themselves.

Practical guidance

• Retailer written complaint with tracking and theft facts.
• Courier complaint reference via the retailer portal if offered.
• Police 101 for a crime number (evidence, not a promise of arrest).
• Card issuer Section 75 or chargeback if the retailer stalls.
• Citizens Advice if letters escalate or deadlines loom.
• Ask the Shaman.

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