DPD built its reputation on one-hour delivery windows and a photo the moment your parcel lands on your doorstep. So when it goes missing anyway, the instinct is to assume their internal systems will sort it out fast, given how much they track. In practice, DPD's claims process is built for the business that paid for shipping — not for you — and knowing that up front changes where you should actually spend your time.
The rule you need first: you probably can't claim from DPD directly
If a retailer shipped your order via DPD, the contract for that delivery is between DPD and the retailer — not you. DPD's claims process, whether by phone, portal, or email, is designed for the sender. Calling DPD directly about a missing retailer order will usually just get you redirected to the retailer, and that's not a brush-off — it's genuinely how the system is structured.
Go straight to the retailer instead, citing Section 29 of the Consumer Rights Act 2015: goods remain at the trader's risk until they're physically in your possession, regardless of which courier they picked. The retailer must sort out a refund or replacement — they can then claim against DPD themselves, separately, on their own timeline.
DPD's own compensation cap doesn't limit what the retailer owes you
This is worth stating clearly because it's commonly misunderstood: DPD's standard compensation cap for UK domestic parcels (commonly cited around £50–£100 per parcel unless the sender purchased Extended Cover, which can raise it substantially) is a cap on what DPD owes the retailer — it has no bearing on what the retailer owes you. Under the Consumer Rights Act 2015, the retailer must refund or replace the full value of your order regardless of whatever DPD pays them back. If a retailer tries to use "DPD only covers £50" as a reason to shortchange your refund, that's not how the liability actually works.
What DPD actually verifies — and what it doesn't
DPD's tracking includes a delivery photo and a GPS location pin logged at the moment of delivery. If the photo shows the wrong door, a step that isn't yours, or no recognisable location at all, screenshot it immediately — that discrepancy is your clearest evidence that the "delivered" scan doesn't match reality. Beyond that photo and GPS data, DPD's internal investigation process for a specific missing consignment isn't detailed publicly, and its outcome is between DPD and whoever paid for the shipping — not something you can request the details of directly as a recipient.
If you personally paid DPD to send something
If you're the sender — not a retailer order — different rules apply:
- Loss or damage must typically be logged within 14 days of dispatch, with a formal claim confirmed in writing within 28 days
- You'll need proof of value (a receipt or invoice) and your consignment/tracking reference
- Standard compensation is capped (commonly around £50 per parcel under current terms) unless you purchased Extended Cover at booking, which can raise the ceiling substantially — but only the sender can buy this, and only in advance
- Always verify the exact current cap and claim deadline on DPD's own site before you rely on a specific figure, as courier terms are updated periodically
The practical bottom line
For a retailer order, don't spend days going back and forth with DPD — it isn't the party that owes you anything contractually. Screenshot the delivery photo and GPS discrepancy, send the retailer a written complaint citing Section 29 the same day, and let the retailer chase DPD on their own claim while they refund or replace your order.