The courier has lost my parcel, what should I do?
Delivery Support
The courier has lost my parcel — what should I do?
We use DPD because they are statistically one of the most reliable couriers in the UK. That said, in rare cases parcels can go missing, and we completely understand how frustrating this can be.
Our 4-step process
1. Consultation with DPD
We immediately raise an investigation with DPD, who will work with us to track down your parcel. This includes sending the driver back to the location for them to see if they're able to retrive the parcel.
2. Check locally
While the investigation is ongoing, please check with neighbours or any communal areas nearby.
If DPD recorded a delivery photo, we’ll share this along with a GPS location to help identify where the parcel may have been left.
3. Serial number tracking
Many of our products are serial number tracked through the NMPR Police system. If your product is activated, it can often be located via its IP address.
4. Resolution
We’ll keep you updated throughout the investigation. Please be patient and kind to the team while they work hard towards a resolution.
Important to note
If you requested your order to be left in a safe place or with a neighbour, DPD cannot be held liable if the parcel is not retrievable from those locations.
Still need help?
If your parcel still hasn’t arrived after checking the steps above, please contact our team and we’ll continue assisting until the issue is resolved.
Email: info@smarthomesounds.co.uk
Phone: 01242 903655
Live chat: Available on our website 9am – 5pm Monday – Saturday