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.

Please don’t worry—we have a 4-step process to quickly get to the bottom of missing parcels.

🔎 Our 4-Step Process

Consult with DPD

• We immediately raise an investigation with DPD, who will work with us to track down your parcel.

  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 you identify the location.

  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.

  Resolution

• We’ll keep you updated throughout the investigation - please be patient with the team while they work hard for 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.

👉 If your parcel still hasn’t arrived after checking these steps, please contact us at info@smarthomesounds.co.uk or call 01242 903655 and we’ll continue to assist until the issue is resolved.