I think my order has been stolenUpdated a month ago
Whilst extremely rare, it can occur. If you believe your order has been stolen, either by a courier or from your doorstep / safeplace you MUST follow this procedure and we will do all in our power to replace / reimburse you.
Attempted Fraud / Fraudulent Activity We pursue legal action against any fraudulent activity, including claims that items are stolen which prove to be false. We will fully investigate all claims by using maps, GPS data, AI monitoring and trained staff. If fraud is proven or strongly suspected with evidence it will result in blacklisting, legal action, and reporting to Action Fraud. |
Procedure for Claiming for a Stolen Parcel
- Check the tracking details for information such as pictures or maps to locate the package.
- Inspect outbuildings (sheds, porches, garages) and safe places.
- Ask your neighbours.
- Wait for 3-5 days before contacting us - we often find parcels do turn up.
If all of the above fails and you still have reason to believe something has been stolen then you must report it to us and include the following:
- Your Name and Order Number
- Why you believe it to be stolen (as opposed to eg taken in by a neighbour)
- Any proof you may have (ie CCTV)
- A crime number from your local police reporting the item as stolen - this can easily be obtained by calling 101 and giving the police the details.
- Any other information you feel is relevant to help with the investigation.
Once we have this information we can investigate with our courier partners and the police to gain a resolution. If it is determined that your item was stolen and the courier admits fault (either by theft or negligence) then we can proceed with a claim and reimburse you.
Please note, with Royal Mail we are unable to begin a case until 7 working days have passed since the item was dispatched so please be patient.