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Guides › Home and Delivery › Delivery Problems

Delivery Problems

When you buy from a retailer, the seller is responsible for the goods until they come into your physical possession (or that of someone you nominate), so you should usually claim from the retailer rather than the courier. If you sent the parcel yourself, claim from the courier or Royal Mail, with card claims and ADR as back-ups.

Last checked 2 October 2026 General information, not legal advice
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At a Glance

30 daysdefault delivery time from a trader unless you agreed otherwise
80 daysfrom posting to make a Royal Mail claim for a lost or damaged item
180 daysto open a PayPal dispute for non-delivery
6 yearsto bring a legal claim for goods in England and Wales

Your Rights

What the rules say, with a link to the official source for each.

Who Is Responsible

  • Risk Stays with the Trader

    Risk stays with the trader until the goods come into the physical possession of you or a person you nominate to receive them, so a lost or damaged parcel is usually the seller's problem (Consumer Rights Act 2015 s.29). source

  • If You Chose the Carrier

    Exception: if you arranged the carrier yourself and the trader did not offer that carrier as an option, risk passes to you when the goods are handed to that carrier (s.29), though you may still have a claim against the carrier. source

  • Who to Contact First

    For online and phone orders, Citizens Advice advises contacting the seller before the delivery company, as you will usually get a better result by asking the retailer for a refund or redelivery. source

  • If You Sent It Yourself

    If you sent the item yourself, claim from the delivery company (Royal Mail, Evri, DPD and so on) following its claims procedure. source

Late Delivery

  • 30 Days to Deliver

    Unless agreed otherwise the trader must deliver without undue delay and within 30 days of the contract (s.28); if not, you can set a reasonable new deadline, then end the contract and get a refund, or end it straight away where delivery time was essential or the trader refuses to deliver. source

Claims and Refunds

  • Royal Mail Claims

    Royal Mail claims: claims for lost or damaged UK items must be made within 80 days of posting; both sender and recipient can claim but only one is paid; standard post is capped at 20 pounds of item value, Tracked 24/48 up to 75 pounds, and Special Delivery 1pm up to 750 pounds (as stated by Royal Mail and Citizens Advice). source

  • Section 75 and Chargeback

    Section 75 and chargeback can help if the retailer will not refund: credit card (100 to 30,000 pounds, bought directly from the trader) or debit/charge card chargeback; PayPal disputes must be opened within 180 days of payment. source

Time Limits to Know

Miss a deadline and you can lose a right. Check the dates on your own paperwork.

  • 30 days
    Default delivery time for goods bought from a traderWithout undue delay and within 30 days of the contract unless agreed otherwise
  • 80 days
    Royal Mail claim for a lost or damaged UK itemWithin 80 days of posting date (Royal Mail loss policy); decision normally within 30 days
  • 30 days
    Escalate Royal Mail complaint to the Postal Redress Service (POSTRS)After the Postal Review Panel response (30 days) or if Royal Mail takes over 90 days to respond or does not follow its procedure
  • 180 days
    PayPal dispute for non-deliveryWithin 180 days of payment
  • 6 years
    Legal claim for goodsGenerally 6 years in England and Wales

Where to Go If It Is Not Put Right

Free routes to escalate, and when each one applies.

Card Provider: Section 75 or Chargeback

The retailer has not refunded; then Financial Ombudsman Service if the card provider refuses.

Postal Redress Service (POSTRS, Run by CEDR)

Royal Mail complaint unresolved after the Postal Review Panel, or delay over 90 days (per Citizens Advice).

Retailer's ADR Scheme / Citizens Advice Consumer Service

The retailer will not deal with the problem; Citizens Advice can help identify the right scheme.

County Court Small Claims

Last resort after complaints and ADR have failed.

Steps to Take

Step 1 of 7

Check the tracking, the delivery address and any safe-place or neighbour notes, and ask neighbours and household members in case it was left nearby.

Step 2 of 7

Tell the retailer straight away in writing (email or chat) that the item has not arrived or arrived damaged; keep screenshots of tracking and the order confirmation.

Step 3 of 7

For damage, photograph the packaging and item before throwing anything away, and do not sign for goods you believe are damaged without noting it.

Step 4 of 7

Ask the retailer for a refund or redelivery; remind them that under the Consumer Rights Act the goods are at their risk until you have them in your possession.

Step 5 of 7

If the retailer blames the courier, tell them that is their issue to resolve; if you sent the item yourself, claim from the courier or Royal Mail within their time limits.

Step 6 of 7

If still refused, ask your card provider for a Section 75 or chargeback claim (or open a PayPal dispute within 180 days) and note the retailer's ADR scheme if it has one.

Step 7 of 7

As a last resort, send a letter before action and consider a small claims court claim.

(Tap the numbers to reveal steps)

Evidence and Your Letter

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Evidence Checklist

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How This Works

  1. 1

    Tick off the evidence you already have, and see what is still missing.

  2. 2

    Answer the letter questions. Your answers fill in the wording for you.

  3. 3

    Copy or download the letter, check every detail, and send it yourself.

A template, not legal advice.

Watch Out For

Common traps and scams to avoid.

Fake 'missed delivery' texts and emails asking you to pay a redelivery fee or enter card details; check the real courier app or website instead.

Retailers claiming 'delivered' proves their duty is done: the Consumer Rights Act risk rule depends on the goods being in your or your nominee's physical possession, though if you nominated a neighbour or safe place, the dispute is more complex.

Courier companies telling you to claim from them when you bought from a retailer; start with the retailer.

Recent or changing rules: tap to read

No recent change verified. Legislation.gov.uk notes pending amendments to Consumer Rights Act s.29 from 2024 legislation that are not yet in force as of 30 September 2026. Courier-specific claim windows (Evri, DPD, etc.) were NOT verified and are omitted; check each courier's own terms. Whether a parcel left with a neighbour counts as delivery depends on whether you nominated that person; this was not verified in an official source and is low confidence.

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