Lost or delayed parcel: What to do in case of a delivery problem?

When your delivery appears to be missing, proceed step by step. Lost parcel tracking can help you determine whether it’s truly gone.

Identify the courier handling your parcel

Start by identifying the courier responsible for the delivery. This information is usually found in the confirmation email, invoice, or your customer account. It might be a public service like Royal Mail or a private courier like UPS, DPD, GLS, etc.

If you used a platform such as Ecoparcel, contact them to confirm which courier was assigned. Their support can also assist with your claim.

Check your parcel tracking information

Have your tracking number or order number ready. Then visit the courier’s website or the sender’s tracking page. Check the following details:

• Recipient’s name
• Delivery address
• Collection point or chosen delivery method

Don’t forget to check your email inbox (including spam), your text messages, and your post box for any missed delivery notes.

Follow the parcel journey history

The parcel tracking history shows where a delay or error might have occurred: registration, sorting, transit, or delivery. If the status has remained unchanged for several working days, this may signal an issue.

Some platforms also provide a map view to help visualise the delivery route.

Use your customer account or contact the courier

Log into your customer account to access your lost parcel tracking information. You may also contact the courier directly.

Have all relevant details ready: tracking number, shipping date, full address, and an estimate of the parcel contents. This helps the postal or e-commerce support team process your case faster.

A parcel held at customs may be due to non-compliant contents, a missing invoice, or an error in the declaration. Tracking will often freeze on a status like “under customs clearance.”

Start by checking your emails (including junk folders) for any request for documents or payment. If you haven’t received anything, contact the courier or sender to identify the cause of the delay.

As soon as you receive a notification, send the required documents as quickly as possible to avoid the parcel being returned or confiscated. If there is still no progress after 15 days, you can file a complaint with the courier or even with the relevant customs office.

To prevent this type of issue, always check the parcel’s compliance, the destination country’s import rules, and the information on the shipping label before dispatching.

A simple delivery delay often happens during busy periods. In these cases, your lost parcel tracking will continue to update. As long as tracking progresses, there’s usually no need to worry.

A stuck parcel, on the other hand, generally shows a static status for several working days. This often indicates an incorrect address, customs issue, or an unavailable collection point.

A parcel is considered lost when no information is available in the courier’s system. The tracking number may be invalid or return an error message. If there’s been no movement after 10 working days, the parcel is likely lost.

Your rights depend on the delivery contract, the shipping method, and your role (sender or recipient).

If you purchased a product online, it’s the seller’s responsibility to ensure successful delivery. They must either resend the item or offer a refund.

If you are the sender, you can request compensation from the courier, provided the parcel has been officially declared lost. Depending on the courier’s terms, you may receive a fixed compensation or a refund of the declared parcel value.

For unresolved disputes, you can also contact a mediator or use an online dispute resolution service.

Delay, loss or hold-up: there’s a solution for every situation. Whatever the case, tracking your lost parcel will provide valuable clues to help you move things forward.

And if you need to send a parcel across Europe again, double-check the shipping details in advance to ensure a smooth delivery.

Few things are more frustrating than a missing delivery that was meant to arrive “within 2–3 days.” When lost parcel tracking provides no updates, it’s time to take the right steps and assert your rights.

Although Ecoparcel works exclusively with trusted couriers with high delivery success rates, parcels can occasionally go missing. In such cases, the sender may initiate procedures. Whether you're shipping a parcel within the UK or sending a parcel across Europe, the steps remain similar. Delay, hold-up or actual loss? Here’s how to spot the signs and take action.