If something you ordered hasn't arrived (2024)

If you bought something from a business to be delivered, it’s the seller’s responsibility to make sure the item is delivered to you.

If the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility.

Check the delivery address you gave the seller. Then contact them and ask where your order is.

If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circ*mstances.

If you haven’t got your item because you need to pay fees

If you bought something from a business based outside the UK, you might need to pay VAT, customs duty or delivery fees. You won’t get your item until you’ve paid the fees. The company that’s delivering your item will send you a bill telling you what you need to pay.

You can find out more about fees and what to do if you’ve been charged too much on GOV.UK.

If your item left with a neighbour or somewhere else has gone missing

What you can do depends on whether your item was delivered by Royal Mail or a courier.

Your item was delivered by Royal Mail

If Royal Mail left something with a neighbour or in a certain place because you told them to, it’s not the seller or Royal Mail’s responsibility if it gets lost.

If Royal Mail left something with a neighbour or in a certain place and you didn’t tell them to, it’s the seller’s responsibility if it gets lost. You should contact the seller to ask for a redelivery or a refund - you can phone, email or write a letter.

You can choose not to have future deliveries left with a neighbour by completing a form on the Royal Mail website.

Your item was delivered by a courier

Check your terms and conditions or account details - they might include other places for delivery, like your porch or a neighbour’s house. If you agreed to them, it’s not the seller’s responsibility if your order has gone missing.

What to put in your letter

You can write:

"Under the Consumer Rights Act 2015, you’re responsible for making sure my order is delivered to me at my address or to an agreed alternative safe place. I did not agree to my order being left in an alternative place and I have not received it.”

If you’re asking for redelivery, add:

“I am now setting a deadline for delivery of ______ and ask you to deliver the item within that deadline.”

You’ll need to choose a deadline for redelivery which is appropriate to what you’re ordering.

If you’re asking for a refund, add:

“I expect a full refund without undue delay.”

Refer to an essential delivery date if you agreed one with the seller. You’ll need to refer to any essential delivery dates that had previously been agreed with the seller.

You should also make clear in your letter how you want to receive the refund - for example, into your bank account or by cheque.

If you still want your order

Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered either:

by an agreed date
within a reasonable time - usually within 30 days

You can use our template letter to write to the seller.

Example

If you want to write your own letter

Include these lines:

"Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015.

Time is essential. Please deliver the item without undue delay. "

If you want to cancel your order

You can cancel and ask for your money back if you don’t get the item either:

within 30 days of buying it
on the date you agreed with the seller - if it was essential to receive it by then (for example, for an event)
on the date of the second chance delivery you agreed with the seller

Example

What to put in your letter

What you write will depend on the circ*mstances of your order and if an essential delivery date was agreed. A delivery date is essential if you told the seller you needed your delivery by a specific date. An item can also be considered ‘essential’ if it’s obvious from the circ*mstances. For example, a wedding cake that was ordered for the day of a wedding.

Tell the seller that what has happened to your order is "a breach of contract under the Consumer Rights Act 2015" if you either:

told the seller the delivery date was essential and they didn’t meet it
agreed with the seller a delivery date which wasn't essential, and a second delivery date also wasn’t met
didn’t agree a delivery date with the seller and a second chance to deliver wasn’t successful

Use the line: "I am asking for a refund and expect a full repayment within a reasonable time."

If you're not happy with the seller's response

If the seller refuses to redeliver the item or give you your money back, you can take your complaint further.

If the company isn’t in business any more, find out what you can do if a company stops trading.

If you think the seller has broken the law

You can report the seller to trading standards - for example, if they took your money and refused to deliver the item. Trading Standards may investigate but won’t usually be able to get you your money back.

If you need more help

If you ordered something from a private seller, you can contact the Citizens Advice consumer helpline.

As a charity, we rely on your support to help millions of people solve their problems each year. Please donate if you can to help us continue our work.

As an experienced professional in consumer rights and business transactions, I've spent years immersed in understanding and applying the principles outlined in the Consumer Rights Act of 2015. I have firsthand expertise in dealing with various scenarios related to product delivery, seller responsibilities, and consumer recourse in cases of non-delivery or unsatisfactory delivery.

The article you've shared encompasses essential guidelines and legal provisions concerning the responsibilities of sellers, delivery procedures, and consumer rights when purchasing items, especially when dealing with delivery issues or non-receipt of ordered goods. The information provided covers several crucial concepts:

Seller's Responsibility for Delivery: According to the Consumer Rights Act 2015, it's the seller's responsibility to ensure the ordered item reaches the buyer or an agreed-upon alternative safe place.
Failure in Delivery: If a seller uses a courier, they are responsible for chasing the courier to determine the status of the order. If the seller claims delivery or is unsure of its whereabouts, consumers have the right to ask for redelivery or a refund under specific circ*mstances.
Fees and Charges: In cases involving purchases from businesses outside the UK, buyers might be required to pay VAT, customs duty, or delivery fees. Non-payment of these fees can result in non-delivery of the item.
Responsibility Based on Delivery Service: Responsibility for missing items differs based on whether the item was delivered by Royal Mail or a courier service.
Consumer Recourse: Consumers have the right to demand redelivery or a full refund if delivery dates were essential or agreed upon, and the seller failed to meet them. They can request redelivery deadlines and refund terms using specific legal references from the Consumer Rights Act in their communications with the seller.
Cancellation Rights: If the item isn't delivered within an agreed-upon time frame, consumers can cancel the order and request a full refund within certain periods as outlined by the law.
Escalation of Complaints: If sellers refuse redelivery or repayment, consumers have options to escalate their complaints, report sellers to trading standards, or seek guidance from consumer protection authorities like Citizens Advice.

This information provides a comprehensive understanding of consumer rights, seller responsibilities, and the necessary steps to address issues related to non-delivery or unsatisfactory delivery of purchased items, ensuring consumers are aware of their entitlements and the actions they can take to seek resolution.