What Should You Do When Your Parcel Is Delivered to the Wrong Address?

It’s frustrating to see your parcel marked “delivered” when there’s nothing on your doorstep. Wrong deliveries are more common than most people think. Australia Post reports that delivery errors and delays are among the top customer complaints each year.

If your parcel has gone missing or ended up at the wrong address, don’t panic. There are clear steps you can take right now to recover it and find out who’s responsible.

This guide explains what to do when a parcel is delivered to the wrong address, and how to prevent it from happening again.

What to Do First When Your Parcel Is Delivered to the Wrong Location

Here’s what to do right away if your parcel was delivered to the wrong address.

• Reach out to the courier immediately. Use the courier’s help page or hotline, for example, call Australia Post (13 POST) or lodge a claim through DHL or FedEx. Quick reporting gives them a better chance to recover your parcel.
• Notify the seller or marketplace. If the courier can’t find it, contact the store or platform, such as Amazon or eBay, and request a replacement or refund. Include your tracking number and any delivery proof.
• Keep detailed records. Save emails, screenshots, and chat transcripts. These can help you escalate the case if it’s not resolved quickly.

Acting fast usually resolves most misdeliveries within a few days. If you manage regular shipments for your business, using a reliable logistics partner like Couriers & Freight can help reduce the risk of wrong deliveries and improve delivery tracking.

Stop Wrong Deliveries Before They Happen

Ship smarter with Couriers & Freight. Get reliable tracking, fewer address errors, and faster parcel recovery for your business.

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Who Is Responsible If a Parcel Is Delivered to the Wrong Address?

When a parcel ends up at the wrong address, the first question is who’s responsible? In Australia, that usually depends on where the mistake happened, with the courier, the seller, or the customer.

Under Australian Consumer Law, you’re generally entitled to a replacement or refund if the parcel didn’t arrive and the error wasn’t yours. Knowing who to contact first saves time and stress.

Courier Fault (Misdelivery)

If the courier leaves your parcel at the wrong unit, drops it at a neighbour’s house without permission, or marks it as “delivered” when it wasn’t, they’re responsible for fixing it. Lodge a claim directly with the courier and let the seller know so they can follow up on your behalf.

Seller Fault (Incorrect Shipping Label)

If the seller entered the wrong shipping details or printed an incorrect label, the issue sits with them. Most reputable sellers will send a replacement or refund once the error is confirmed, even if it’s not required by law.

Customer Fault (Wrong Address Provided)

If you accidentally entered the wrong address, for instance, forgetting to update your details after moving, the courier may consider the delivery complete. In that case, contact the seller to discuss a possible replacement or redelivery.

Step-by-Step: What to Do If Your Package Went to the Wrong Address

Here’s how to sort things out quickly if your parcel was delivered to the wrong address. Each step will help you narrow down where it went and get it back sooner.

Step 1: Confirm the Delivery Address

Start by checking your order confirmation, tracking updates, and saved addresses in your account. Make sure everything’s correct: unit number, street name, postcode, and any delivery notes.

It’s also worth asking neighbours or checking common drop points like your front desk, parcel locker, or mailbox. Couriers sometimes leave items nearby or in safe-drop locations.

Step 2: Contact the Courier

If your details are correct but the parcel’s still missing, reach out to the courier directly. Have your tracking number ready.

• Australia Post: Lodge a query via their online help page or call 13 POST (13 76 78).
• DHL: Use their customer service options.
• FedEx: Reach support through their tracking and claims page.
• StarTrack: Contact them directly via the StarTrack support page.

Most couriers can investigate misdeliveries, redirect the parcel, or update you once it’s found.

Step 3: Contact the Seller or Marketplace

If the courier can’t locate your item, contact the seller or platform. Marketplaces like Amazon or eBay typically offer refunds or replacements once you provide proof of non-delivery. Send screenshots of your tracking history and confirmation emails to help them process your claim faster.

Step 4: If It Was Delivered to You by Mistake

If a parcel for someone else arrives at your address, don’t open or keep it. Contact the courier or seller so they can arrange collection or return postage. Doing the right thing ensures it reaches the intended recipient, and keeps you on the right side of the law.

What If the Recipient Won’t Return the Parcel?

If someone else has your parcel and won’t return it, here’s what to do.

In Australia, it’s illegal to keep something that was delivered to you by mistake. The goods still belong to the original buyer or the seller. If this happens, for example, a neighbour receives your parcel and won’t return it, contact the courier or seller again and ask them to escalate the case. They can organise collection, retrieval, or a replacement, depending on who’s responsible.

If it still isn’t resolved, you can contact the Australian Competition and Consumer Commission (ACCC) or your state’s consumer protection agency. These bodies handle unresolved delivery disputes and can advise on your next move. Keep your tracking number, order confirmation, and any messages handy. It helps when lodging a formal complaint.

Preventing Wrong Deliveries in the Future

You can’t control every step of the delivery process, but you can lower the risk of parcels ending up in the wrong place. A few small habits make a big difference:

• Double-check your address before checkout. Make sure your unit number, street name, and postcode are correct.
• Update old addresses on your shopping and payment accounts, such as Amazon, PayPal, or Afterpay, to avoid packages going to a previous home.
• Add clear delivery instructions. Mention details like “leave at reception,” “ring bell before drop-off,” or include access codes if you live in an apartment.
• Use signature-required delivery for high-value parcels to ensure they’re handed directly to you.

For business senders, partnering with a reliable logistics partner like Couriers & Freight helps prevent address errors and improves visibility across your deliveries.

FAQs

Here are quick answers to some of the most common questions about parcels delivered to the wrong address.

Can I keep a parcel wrongly delivered to me?

No, even if it shows up at your door, it still belongs to the buyer or the sender. It’s best to contact the courier or seller so they can arrange collection.

Who pays if a package goes missing?

Usually, the seller or courier is responsible, depending on where the error occurred. Under Australian Consumer Law, you’re entitled to a replacement or refund if the mistake wasn’t yours.

What if my parcel says "delivered" but I didn’t get it?

Check with neighbours first, then contact the courier and seller right away. Provide your tracking number and delivery updates to help them locate it.

Can I claim compensation from the courier?

Yes, if the courier delivered your parcel to the wrong address, you may be eligible for compensation or a replacement.

Getting Your Parcel Back on Track

Most parcels delivered to the wrong address can be recovered if you act quickly. Reporting the issue early, keeping good records, and knowing who to contact make all the difference.

For regular shippers and businesses, the best way to avoid future misdeliveries is by using reliable tracking and trusted carriers. Working with Couriers & Freight gives you access to a national network, smarter parcel tracking, and fewer address errors, so your deliveries stay on track from start to finish.

Stop Wrong Deliveries Before They Happen

Ship smarter with Couriers & Freight. Get reliable tracking, fewer address errors, and faster parcel recovery for your business.

Get a Quote Now