I’m a bit anxious about going out into shops at the
moment so I want to do more shopping online, but I have heard that there are a
lot of delivery problems.
What should I do if my parcel goes missing?
When you’re online shopping, it’s not always clear whom to contact if things go
As a customer, your contract is with the seller that you bought the item from.
It’s the seller’s responsibility to make sure the item is delivered to you.
They should chase the courier to find out what happened to your order if there’s a problem.
If your parcel hasn’t arrived, check the delivery address you gave the seller, to make
sure it’s correct. Then contact the seller and ask where your order is. If the seller
claims they’ve delivered it or doesn’t know where it is, you can ask for a redelivery.
You might be able to get a refund in some circumstances where the delivery time
was essential and you let the seller know ahead of time.
Under the Consumer Rights Act 2015, you can ask the seller to deliver the item to
you again if the item wasn’t delivered either by an agreed date, or within a
reasonable time – usually within 30 days. If the new delivery fails to come within a
reasonable time, you can ask the seller for a refund.
Another problem people face is when parcels get left in different places, for example
outside or with a neighbour. If your item was delivered by Royal Mail, and they left
your package 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 they leave it somewhere you
hadn’t instructed, it’s the seller’s responsibility if it gets lost. You should contact the
seller to ask for a redelivery or a refund.
If the 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 or courier’s responsibility if your
order has gone missing. However if you did not agree to this, then it’s the sellers
responsibility if your order goes missing.
If you ordered something from a private seller or you’re still having trouble after trying
the tips above, you can contact the Citizens Advice consumer helpline on 0808 223 1133 for help.
Free, confidential advice and help is available from South Lakes Citizens
Advice on any aspect of debt, consumer problems, benefits, housing,
employment or any other problems.
South Lakes Citizens Advice, your local charity, is here for you.
How to access:
Call 015394 46464 – this is being staffed from 9:30 – 2pm
Adviceline: 0808 2787 984
email advice via our submission page on our website
Help to Claim (Universal Support): 0800 144 8 444