Lost, Missing & Undelivered Packages Policy

Last updated: 1 September 2026

Auto Haus Carbon works with established postal and courier providers to deliver customer orders throughout the UK and internationally.

Although the vast majority of orders arrive without issue, parcels can occasionally be delayed, misrouted, incorrectly scanned or lost while in transit.

This policy explains what happens if your order has not arrived, how we investigate missing deliveries and how courier claims are handled.

1. If Your Order Has Not Arrived

If your order has not arrived within the expected delivery timeframe, please first check the tracking information supplied with your dispatch confirmation.

Please also check, where appropriate:

• Around the delivery address and any designated safe place;

• With other members of your household or business;

• With neighbours where the courier indicates that the parcel may have been left with them;

• Any delivery photograph, GPS information or proof of delivery made available by the courier;

• Any attempted-delivery card, email, SMS or courier notification; and

• Whether the parcel has been taken to a collection point, Post Office, ParcelShop, depot or other collection location.

If you are still unable to locate the parcel, please contact Auto Haus Carbon at info@autohauscarbon.co.uk with your order number.

2. When Is a Package Considered Lost?

A parcel being late does not necessarily mean that it has been lost.

Each courier has its own procedure and timeframe for investigating delayed or potentially lost shipments. In many cases, the courier will not accept a formal loss claim until a specified period has passed after the expected delivery date.

Auto Haus Carbon must therefore allow the relevant courier's required investigation and/or loss timeframe to be reached before a parcel can be formally declared lost through that courier's claims process.

The applicable timeframe depends upon factors including:

• The courier;

• The delivery service selected;

• Whether the shipment is domestic or international;

• The destination country;

• The date of dispatch;

• The tracking history; and

• The circumstances surrounding the delivery.

We will not unnecessarily delay resolving a genuinely lost shipment and will deal with your order in accordance with your applicable statutory rights.

3. Courier Investigations

Where tracking suggests that a parcel may be delayed, missing, misdelivered or lost, Auto Haus Carbon may open an investigation with the relevant courier.

Couriers may require time to:

• Search their delivery network;

• Contact the delivery depot or driver;

• Review tracking scans;

• Review GPS or geolocation information;

• Review delivery photographs;

• Search depots, hubs or vehicles;

• Contact delivery partners;

• Obtain proof of delivery;

• Investigate a possible misdelivery; or

• Confirm that the shipment has been lost.

The length and procedure of an investigation varies between couriers.

We will provide reasonable updates where information becomes available to us.

4. Evri Shipments

For parcels sent using Evri, missing or lost parcel enquiries and claims will be handled in accordance with Evri's claims and investigation procedure applicable to the service used at the time of shipment.

Evri generally requires the sender to initiate a claim or investigation. Where Auto Haus Carbon purchased the delivery service, we will therefore normally deal with Evri on your behalf.

Evri may require supporting information or evidence before determining that a parcel has been lost.

5. Royal Mail Shipments

For parcels sent using Royal Mail, we will follow Royal Mail's applicable lost-item and compensation procedure for the service used.

Royal Mail applies different loss timeframes depending upon the postal service.

A parcel may therefore have to remain undelivered for a specified number of working days beyond its expected delivery date before Royal Mail will accept a loss claim.

Different procedures and timeframes may apply to services including:

• Royal Mail Tracked 24;

• Royal Mail Tracked 48;

• First Class;

• Second Class;

• Signed For;

• Special Delivery Guaranteed; and

• Royal Mail International services.

Where Auto Haus Carbon is required to submit the claim as sender, we will handle the claim with Royal Mail.

Royal Mail may request additional evidence from the recipient in certain circumstances.

6. DPD Shipments

For parcels sent using DPD, missing shipment investigations and claims will be handled in accordance with DPD's applicable claims procedure and Conditions of Carriage.

DPD generally requires the contract holder to register a claim. Where Auto Haus Carbon arranged the shipment, we will normally act as the contract holder and deal with DPD regarding the investigation.

If tracking shows a parcel as delivered but you have not received it, DPD may require a Denial of Receipt or other written confirmation from the intended recipient before progressing the investigation or claim.

7. UPS Shipments

For parcels sent using UPS, we will follow UPS's applicable missing-package investigation and claims procedure.

UPS may investigate parcels where tracking has stopped progressing, where a shipment is significantly delayed or where a parcel is shown as delivered but cannot be located.

UPS may require supporting documentation and detailed information about the shipment before completing its investigation.

Where Auto Haus Carbon is the shipper or account holder responsible for making the claim, we will handle the claim with UPS.

8. FedEx Shipments

For parcels sent using FedEx, we will follow FedEx's applicable claims procedure and Conditions of Carriage.

FedEx operates specific notification and claim requirements for lost, undelivered, misdelivered and damaged shipments.

Where Auto Haus Carbon is the shipper/account holder responsible for submitting the claim, we will handle the claim with FedEx.

Customers should notify us promptly of any delivery problem so that we can ensure any applicable courier claim or investigation deadline is met.

9. Other Couriers

Auto Haus Carbon may occasionally use delivery providers other than Evri, Royal Mail, DPD, UPS or FedEx.

Where another courier is used, any investigation will be conducted in accordance with that courier's applicable delivery, loss, investigation and claims procedure.

The timescale and evidence requirements may differ from those of the couriers specifically mentioned in this policy.

10. International Shipments

International deliveries can involve additional carriers, postal authorities, customs authorities and local delivery partners.

For example, an international shipment may leave the UK with one courier and be transferred to a different postal or courier service for final delivery in the destination country.

International parcels may also experience delays due to:

• Customs clearance;

• Import inspections;

• Local postal delays;

• Incorrect or incomplete customs information;

• Local holidays;

• Severe weather;

• Transportation disruption;

• Customs duties or taxes awaiting payment; or

• Other circumstances affecting international transport.

International couriers and postal authorities may have different timeframes for determining when a shipment is considered lost.

Consequently, an international lost-package investigation can take longer than a domestic UK investigation.

We will follow the applicable claims and investigation procedure for the courier, postal operator and service used.

11. Information We May Require From You

To investigate a missing delivery, we may reasonably ask you to provide or confirm information such as:

• Your order number;

• Your full delivery address;

• Confirmation that the address supplied with the order is correct;

• Confirmation that the parcel has not been received;

• Whether neighbours or other occupants have accepted the parcel;

• Whether you have checked any nominated safe place;

• Copies of relevant courier communications; or

• Other information reasonably required by the courier to investigate the shipment.

Where a courier records the shipment as delivered but you dispute receiving it, you may also be asked to complete and sign a Denial of Receipt, declaration of non-receipt or equivalent document.

This documentation may be required by the courier to investigate the alleged misdelivery and does not by itself determine your statutory rights.

We ask customers to cooperate reasonably with these investigations so that we can establish what has happened to the shipment as quickly as possible.

12. Packages Showing as Delivered but Not Received

If tracking states that your parcel has been delivered but you cannot locate it, please contact us as soon as possible.

We may ask the courier to provide or investigate information such as:

• Proof of delivery;

• Delivery photographs;

• GPS/geolocation information;

• Driver records;

• Delivery location;

• Safe-place information; and

• Details of any person recorded as accepting the parcel.

Where appropriate, the courier may also interview or obtain information from the delivery driver.

A tracking status of "Delivered" does not automatically prevent us from investigating a genuine report of non-receipt.

13. Safe Places, Neighbours & Delivery Instructions

If you provide delivery instructions, nominate a safe place, request delivery to a neighbour or make delivery changes directly with the courier, those instructions may be relevant when investigating a subsequent report of non-receipt.

We will consider the circumstances of each case individually together with the courier's delivery evidence and your applicable legal rights.

Nothing in this section is intended to exclude or restrict rights that cannot lawfully be excluded.

14. Incorrect Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If you notice an error, please contact us immediately.

We cannot guarantee that an address can be changed after an order has entered fulfilment or been dispatched.

Where a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, it may be returned to us by the courier. We will contact you where appropriate to arrange redelivery or another resolution.

Additional delivery charges may apply where a further shipment is required because incorrect or incomplete delivery information was supplied by the customer, where permitted by law.

15. If the Courier Confirms the Package Is Lost

If the courier confirms that a shipment has been lost, or the circumstances otherwise establish that the goods have not been delivered, we will deal with the affected order in accordance with your applicable legal rights and the circumstances of the order.

For UK consumer purchases, this will normally involve an appropriate resolution such as a replacement or refund, subject to the applicable consumer rights and circumstances.

Any compensation claim between Auto Haus Carbon and the courier is separate from the customer's statutory rights against Auto Haus Carbon.

You will not normally be required to pursue compensation directly from a courier where Auto Haus Carbon arranged the delivery.

16. If a Lost Package Is Subsequently Delivered

Occasionally, a parcel may be located and delivered after it has been declared lost or after a replacement or refund has been arranged.

If you subsequently receive an original shipment after receiving a replacement or refund, please contact us promptly at info@autohauscarbon.co.uk.

We will provide instructions on what to do next and, where a return is required, arrange an appropriate return method at our cost.

17. Customer-Selected Independent Carriers

Different rules may apply where a customer independently arranges their own carrier and that carrier was not offered or arranged by Auto Haus Carbon.

Where applicable, responsibility for the goods may pass to the customer when the goods are handed to that independently selected carrier.

This does not apply simply because the customer selected one of the delivery services offered by Auto Haus Carbon during checkout.

18. Courier Procedures May Change

Courier investigation procedures, claim periods, compensation rules and service terms can change.

For this reason, this policy does not attempt to reproduce every courier's current claims timeframe.

Where a claim or investigation is required, the applicable courier procedure and terms in force for the particular service and shipment will be followed.

This includes Evri, Royal Mail, DPD, UPS, FedEx and any other domestic or international delivery provider used by Auto Haus Carbon.

19. Statutory Rights

Nothing in this policy excludes, restricts or replaces any rights or remedies that you have under applicable consumer law.

For UK consumer purchases, the risk of loss or damage generally remains with Auto Haus Carbon until the goods come into the physical possession of you, or a person identified by you to take possession of them, except where you independently commission a carrier that was not offered by us, as provided by applicable law.

Our use of a courier's investigation or claims process does not remove or reduce these statutory rights.

20. Contact Us

If you believe your parcel is lost, missing or has been incorrectly delivered, please contact:

Auto Haus Carbon Ltd
Trading as Auto Haus Carbon

Email: info@autohauscarbon.co.uk
Telephone: +44 (0)7988 544343

Trading Address:
Unit 8 Galco Industrial Estate
West Street
Barnsley
South Yorkshire
S70 5PG
United Kingdom

Company Number: 16298134
Registered in England and Wales

Please include your order number when contacting us so that we can investigate your delivery as quickly as possible.