What should I do if my parcel has been stolen on delivery?

In the unfortunate event that your parcel has been stolen, please follow these steps :

DHL Contact

📷 Please contact DHL to open an investigation regarding the delivery of the parcel, this should include proof of the Verified Delivery QR Code scan and/or photo POD

❌ Please ask them to confirm that there was no direction given to leave the parcel in a 'safe place' or redirect to a new address

Ace Grading Contact

👮🏻‍♀️ You will need to complete a police report and send us the reference number for this

🏡 You will need to change the address listed on your Ace account as we will no longer be able to deliver here

👥 You will need to confirm you have checked with your neighbours to ensure nobody else has taken in the parcel

Once the above has been completed, we will refer to our Fair Market Value Policy in order to resolve this with you and the cert numbers for the stolen cards will be deactivated from the Ace system

We always advise that you avoid using a delivery address that cannot guarantee acceptance of the delivery to minimise the risk of your parcel being stolen

Updated on: 16/12/2025

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