Lost parcel
Delivery company lost my parcel in Ireland
Check whether to complain to the retailer, courier, platform, bank, or another route when a parcel is lost or marked delivered.
Check your dispute first
Answer a few questions to see your options before writing your complaint.
Check your optionsA lost parcel can look simple: you paid, the item did not arrive, and someone should fix it. In practice, people often get bounced between the retailer, courier, marketplace, depot, and payment provider.
The first route question is usually who you contracted with. If a retailer sold the goods and arranged delivery, your complaint normally starts with the retailer. If you separately booked a courier yourself, your complaint may be with that delivery company.
What to do next
- 1Identify who sold the goods and who arranged delivery.
- 2Ask for proof of delivery, tracking history, delivery photo, signature, GPS note, or depot record where available.
- 3Check retailer complaint, courier complaint, chargeback, ECC Ireland, or small-claims fit depending on the transaction.
When the retailer arranged delivery
Do not let the complaint become only a courier chase if the retailer took the order and arranged delivery. Ask the seller to explain the delivery evidence and the remedy it is offering: refund, replacement, re-delivery, or investigation.
When you booked the courier yourself
If you paid the delivery company directly, check the service purchased, declared value, prohibited items, insurance or compensation terms, and complaint process. Keep the tracking record before links expire or status pages change.
Before you write
- Order confirmation and invoice
- Tracking number and full tracking history
- Proof-of-delivery record or delivery photo
- Retailer, courier, or platform messages
- Payment proof and chargeback deadline
Questions people ask
Should I complain to the shop or the courier?
If the retailer sold the goods and arranged delivery, start with the retailer. If you separately hired the courier, complain to the courier and check the service terms.
What if tracking says delivered but I never received it?
Ask for the delivery evidence, including photo, signature, address confirmation, GPS note, or driver note where available. Save screenshots of the tracking page.
Can I use chargeback for a lost parcel?
If you paid by card and goods were not delivered, contact your bank or card provider quickly. Chargeback is separate from small claims and has its own rules and timing.