If your Morphy Richards order is showing as delivered but you haven't received it, there are several checks you can complete to help locate your parcel.
Sometimes a delivery may have been accepted by someone else at your address, left in a nominated safe place or delivered to a neighbour.
Please follow the steps below before reporting your parcel as missing.
Step 1: Check Your Tracking Information and Proof of Delivery
Start by checking the latest delivery information using our Track My Order service.
If your parcel was delivered by DPD, you can also check the DPD tracking website.
Depending on the delivery service, your tracking information may include:
- The date and time your parcel was marked as delivered.
- A delivery photograph showing where the parcel was left.
- The name or details of the person who accepted the delivery.
- Information about a nominated safe place or neighbour.
Please review any delivery photograph carefully, as it may help you identify where your parcel has been left.
Step 2: Check Around Your Property
If your parcel isn't immediately visible, please check any locations where it may have been left, including:
- Your porch, front door or side entrance.
- Your garage, shed or other sheltered areas.
- Behind bins, planters or other objects near your property.
- Any safe place you previously selected for deliveries.
If you live in a flat or shared building, please also check any designated parcel storage area or building reception.
Step 3: Check with Your Household and Neighbours
Before reporting your parcel as missing, please check whether:
- Someone else in your household accepted the delivery.
- A neighbour received the parcel on your behalf.
- A building concierge or reception team accepted it.
- Someone at your address moved the parcel to a secure location.
Your tracking information may identify a neighbour or alternative delivery location.
If a delivery photograph shows a nearby property, please check whether you recognise the location.
Step 4: What If You Still Can't Find Your Parcel?
If you've checked your tracking information, delivery photograph, property and relevant neighbours but still cannot locate your parcel, please contact our Customer Support team.
For security and order verification, you must contact us using the same email address provided when placing your order.
Please include:
- Your Morphy Richards order number.
- Your parcel tracking number, if available.
- Confirmation that you've checked the delivery photograph and tracking information.
- Confirmation that you've checked around your property and with relevant neighbours or household members.
- Any additional information that may help us investigate, including whether the delivery photograph shows an unfamiliar location.
Please also let us know if your parcel appears to have been left somewhere you did not authorise or with someone you did not nominate to receive it.
You do not need to wait four days to report a parcel that is already marked as delivered. The four-day tracking guidance applies to parcels that are still in transit but have stopped receiving tracking updates.
Step 5: What Happens When I Report a Missing Delivery?
Once we receive your enquiry, we'll review the available tracking information and proof of delivery to determine whether further investigation is required.
Where necessary, we'll raise an investigation directly with DPD to establish what happened to your parcel.
A DPD delivery investigation can take up to six days to complete.
During this time, DPD may review the delivery photograph, GPS location, driver information and other available delivery records.
Please allow time for the investigation to be completed. We'll contact you once we receive an outcome or if any further information is required.
Will I Need to Complete a Denial of Receipt Form?
As part of a missing-delivery investigation, DPD may require you to complete a Denial of Receipt (DOR) declaration, confirming that you have not received your parcel.
Where required, DPD will send you the declaration with a prepaid return envelope.
You must complete and return the declaration within 14 days of receiving it, following the instructions provided.
It's important that you complete the declaration accurately and return it promptly, as it forms part of the evidence DPD requires to investigate your missing delivery.
We'll advise you if any additional information is needed and confirm the appropriate next steps once the investigation has concluded.
What Happens If My Parcel Cannot Be Located?
If your parcel cannot be located, we'll review the available delivery evidence, the circumstances of the delivery and the outcome of the investigation.
We'll then advise you of the appropriate resolution, which may include a replacement or refund where applicable.
Each case is assessed individually, taking into account the delivery arrangements and your applicable consumer rights.
What If My Parcel Is Delayed Rather Than Marked as Delivered?
If your tracking shows that your parcel is still moving through the courier network, or tracking has stopped updating before delivery, please see our My Morphy Richards Order Is Delayed or Lost – What Should I Do? guide.
This explains when to continue monitoring your delivery and when a courier investigation may be needed.