Vinted Parcel Lost UK: The Complete 2025 Guide for Buyers & Sellers

There are two sinking feelings every Vinted user dreads. For a buyer, it’s the excitement of a “Delivered” notification, followed by the confusion of an empty doorstep. For a seller, it’s the dreaded, out-of-the-blue message: “My item hasn’t arrived.”

If you’re facing a Vinted parcel lost in the UK, it can feel like a high-stakes, confusing process. You’re not just worried about a dress or a pair of trainers; you’re worried about your money. One wrong click—like missing Vinted’s critical 2-day window—can mean you lose both the item and the cash.

I’ve been on both sides of this divide, and it’s a minefield.

This comprehensive guide is the map I wish I’d had. It provides the exact, step-by-step actions for both buyers and sellers in the UK. We will cover precisely how to report an issue, what to do if the tracking is wrong, and how to guarantee you get your full refund or seller compensation.

In a Hurry? Your First 2 Steps (Do This NOW)

If you are panicked, stop everything and do this. The Vinted system is automated and extremely time-sensitive.

For Buyers: Find the “I have an issue” Button

Your only protection is Vinted’s official process.

1. Go to your conversation screen with the seller for that item.

2. Tap the “I have an issue” button.

3. Select the reason (e.g., “Item not received”).

This one action suspends the order and officially stops the payment from being released to the seller. You must do this within 2 days of Vinted notifying you that the item should have been delivered.

For Sellers: Reassure the Buyer & Direct Them to Vinted Support

If a buyer messages you that their parcel is lost, your job is simple.

1. Reassure them.

2. DO NOT refund them manually from your bank or PayPal. You will lose your money and any chance of compensation.

3. Instruct them to press the “I have an issue” button in the chat. This starts the official investigation and is the only way to protect both of you.

For Buyers: How to Get a Full Refund for a Lost Parcel

As a buyer, you are protected by Vinted’s Buyer Protection policy. If your parcel is genuinely lost, you are entitled to a full refund. Here is the exact process to follow.

Step 1: Track the Parcel (But Don’t Wait Too Long)

Before you report it, do a quick check. Look at the tracking information both in the Vinted app and on the shipping provider’s own website (like Evri, Yodel, or InPost). Sometimes the carrier’s site has more up-to-date information.

Step 2: The 2-Day Window: Report “I Have an Issue” (CRITICAL)

This is the most important step. Vinted gives you a 2-day window to report a problem.

This window does not start from when you bought the item. It starts from the moment Vinted sends you a notification that the parcel “should have been delivered” or that it “appears to be lost.”

Common Mistake: The Biggest Error You Can Make

Do not wait. If you miss this 2-day window, the order will complete automatically. The payment will be released to the seller, and the “I have an issue” button will disappear. Vinted support cannot reverse this. You will lose your money. Even if you’re in a polite chat with the seller, you must press this button to protect yourself.

Step 3: What “Order Suspended” Means

After you report the issue, the order status will change to “Suspended.” This is good news.

It means Vinted has officially paused the transaction. The seller will not be paid, and your payment is held safely by Vinted while they investigate.

Step 4: The Investigation Phase & Timeline

You have done your part. Now, Vinted takes over.

• What happens: A Vinted support agent will join your conversation thread. They will contact the shipping provider directly to get official confirmation that the parcel is lost.

• How long it takes: Be patient. This is the “content gap” everyone worries about. According to the Vinted Help Centre, this investigation can take from a few days to several weeks. Vinted is waiting on the shipping carrier (e.g., Evri or Yodel) to conduct their own internal search, which can be slow.

Step 5: Receiving Your Full Refund

Once the carrier confirms the parcel is officially lost, Vinted will cancel the order.

You will receive a full refund. This includes:

• The item’s price

• The shipping cost

• The Buyer Protection fee

The refund will be returned to your original payment method (card/PayPal) or to your Vinted Balance, depending on how you paid.

For Sellers: How to Get Compensation for a Lost Parcel

When a parcel you sent disappears, your ability to get compensation depends entirely on one choice you made: the shipping method.

The Golden Rule: Refund vs. Compensation

First, let’s establish our expertise by being precise. The buyer gets a Refund (their money back). You, the seller, get Compensation (Vinted pays you for the lost item). Understanding this difference is key.

Scenario 1: You Used a Vinted-Generated Label (Integrated Shipping)

This is the “happy path” and the only way to be fully protected as a seller. If you used one of the shipping options Vinted provides in-app (like Evri, Yodel, InPost, or Royal Mail tracked labels), you are covered.

1. Buyer Reports Issue: The buyer must follow the process above and press “I have an issue.”

2. Vinted Investigates: Vinted will investigate with the carrier.

3. You Get Compensated: Once the parcel is confirmed lost, Vinted cancels the order. The buyer gets their refund, and Vinted adds the full compensation amount for the item (up to a maximum of £500) to your Vinted Balance.

You don’t have to fill out any claim forms with the carrier. Vinted handles everything.

Scenario 2: You Used “Custom Shipping” (The Trap)

If you chose “Custom Shipping” (e.g., you went to the Post Office and bought your own Royal Mail 2nd Class stamp), you are in a difficult position.

Vinted provides no compensation for items lost when using custom shipping. You are entirely on your own. Your only option is to try and claim compensation directly from the carrier, which is a major problem we’ll cover next.

🚨 SELLER WARNING: The “Custom Shipping” Trap You Must Avoid

This is the single biggest “content gap” and mistake I see sellers make, and it costs them dearly.

Why Vinted Offers ZERO Compensation for Custom Shipping

When you use Vinted’s integrated labels, you are paying for their shipping and protection service. Vinted’s official compensation policy is clear: it only applies to these pre-paid, integrated labels.

By choosing “Custom Shipping,” you have actively opted out of their protected system. Vinted’s responsibility ends, and yours begins.

Your Only Option: Claiming Directly from the Carrier

To get your money back, you must now file a “lost item” claim with your chosen carrier (e.g., Royal Mail). This is where the trap springs.

To file a claim, you need proof of postage (which you should always get) and proof of the item’s value. However, as  Royal Mail’s claims policy shows, if you used a basic, untracked service like 1st or 2nd Class, the maximum compensation you can get is often just the cost of the stamps, not the £50 value of the jacket you sold.

You would have needed to buy a more expensive, tracked, and insured service (like Royal Mail Special Delivery) to be covered, which would have eaten all your profit.

Seller Warning: My Expert Advice

To be 100% safe, never use custom shipping unless you are a professional seller using a fully tracked and insured service and are willing to handle the entire claims process yourself. For 99% of sellers, the Vinted-generated labels are the only smart choice. The small amount you save on postage is not worth the £50 loss when a parcel disappears.

The Panic Scenario: Tracking Says “Delivered” But It’s Not There

This is the most common and most stressful Vinted parcel lost UK scenario. You see “Delivered,” but your item is nowhere to be found.

Buyer’s Action Plan (The First 15 Minutes)

Before you panic, do this. Carriers sometimes mark items as delivered “in anticipation” (i.e., at the van) or a new driver makes a mistake.

1. Check your designated “safe place” (e.g., behind the bin, in the porch).

2. Check with all household members. Did your partner or flatmate pick it up?

3. Check your immediate neighbours. This is the most common solution.

4. Look for a “While you were out” card.

You MUST Still Press “I Have an Issue” (Here’s Why)

Even if you’ve done all the above, do not let the 2-day window close. The system is automated.

You must still press “I have an issue” and select “Item not received.” In the description box, write a clear, professional message:

“Tracking shows ‘delivered,’ but the parcel is not at my address, in my designated safe place, or with my immediate neighbours.”

How Vinted and Carriers Investigate “Delivered” Claims

This is not a “you vs. the seller” argument. Vinted will now investigate the carrier.

This is where true expertise comes in. Carriers like Evri and Yodel now log GPS coordinates for every delivery scan. More importantly, they are required to take a delivery photo at the drop-off point.

Vinted will request this evidence.

• If the photo shows the parcel at a different house…

• If the GPS coordinates show the driver was on the wrong street…

…the parcel will be declared lost, and Vinted will issue your refund. You have proven your case.

Your Legal Rights in the UK (Beyond Vinted’s Policy)

This entire process can feel like you’re at the mercy of Vinted’s app. But it’s important to know you have powerful legal rights in the background.

The Consumer Rights Act 2015: Who is Responsible?

According to UK law, specifically the Consumer Rights Act 2015, the seller is legally responsible for an item until it is in the buyer’s physical possession.

As leading consumer groups like Citizens Advice and MoneySavingExpert confirm, the seller’s contract is with the shipping company, not the buyer’s. If the item is lost, the seller is technically the one who has to refund the buyer and then chase the carrier for their own compensation.

How Vinted’s Buyer Protection Fits In

So, why do you pay a Buyer Protection fee?

Think of Vinted as an escrow and mediation service. You pay them a small fee to enforce your consumer rights for you, so you don’t have to argue with the seller or threaten small claims court.

Vinted’s “I have an issue” button is the mechanism that activates this protection. They hold the money and manage the investigation, guaranteeing a refund for the buyer (from their own funds) and compensation for the seller, creating a trusted marketplace for both.

Conclusion

Navigating a lost Vinted parcel is a test of nerves, but the system is not a black box. By understanding the rules, you can protect yourself every time.

• For Buyers: The “I have an issue” button is your only protection. Use it within the 2-day window, even if tracking says “delivered.”

• For Sellers: Only Vinted-generated “Integrated Shipping” labels protect you and offer compensation. “Custom Shipping” is a major financial risk you should not take.

My final, experience-based insight is this: The Vinted system is automated and can feel frustrating, but it is designed to protect both parties. The key is to be patient, persistent, and always follow the official process inside the app. Never agree to resolve a lost parcel dispute privately over messages.

Found this guide helpful? Share it with a friend on Vinted to help them navigate the platform safely.

FAQs

What happens if a Vinted parcel is lost?

Vinted will conduct an investigation with the shipping carrier. If the parcel is confirmed lost, the buyer will receive a full refund (including the item price, shipping, and Buyer Protection fee), and the seller will receive compensation (if they used Vinted’s integrated shipping).

How long does Vinted take to investigate a lost parcel?

It can vary significantly. While some are resolved in a few days, it can take several weeks. Vinted must wait for the shipping carrier (like Evri or Yodel) to conduct their own internal search and officially declare the parcel lost.

Who is responsible if a Vinted parcel gets lost (buyer or seller)?

Under the UK’s Consumer Rights Act 2015, the seller is legally responsible for the item until it is delivered. However, Vinted’s platform manages this. They use the Buyer Protection fee to refund the buyer and their own funds to compensate the seller. You are not responsible for chasing the other person.

Can I get a refund if my Vinted parcel is lost?

Yes. As a buyer, you are fully covered by Vinted’s Buyer Protection. You will receive a full refund as long as you report the problem by pressing the “I have an issue” button within the 2-day window.

What happens if a Vinted buyer says they didn’t receive the item?

As a seller, do not panic and do not refund them manually. Instruct the buyer to press “I have an issue” in your chat. This starts the official Vinted investigation. If you used a Vinted-generated label, you will be compensated if the item is declared lost.

How much compensation do sellers get for lost parcels on Vinted UK?

Sellers who use Vinted-generated (integrated) shipping labels can receive compensation for the item’s value, up to a maximum limit of £500. Sellers who use their own “Custom Shipping” get no compensation from Vinted.

What if Vinted tracking says delivered but I haven’t received it?

You must still press “I have an issue” within the 2-day window. Report that the item shows as delivered but you have not received it. Vinted will then investigate by checking the carrier’s delivery photo and GPS data to verify where the parcel was actually scanned and left.

What is the 2-day “I have an issue” rule on Vinted?

It is a critical deadline. You have 2 days from when Vinted notifies you that the parcel should have arrived (or is lost) to report a problem. If you miss this window, the sale completes automatically, the seller gets paid, and you can no longer get a refund through Vinted.