Guides › Delivery Problems › Order Not Delivered Within 30 Days
Order Not Delivered Within 30 Days
Unless you agreed otherwise, a trader must deliver without undue delay and within 30 days of the contract. If it does not, you can set a reasonable new deadline, then end the contract and get a refund. You can end it straight away if the delivery date was essential or the trader refuses to deliver.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
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
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
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
Late Delivery
If delivery on time was essential, you can cancel and get a refund when it is late. If not, set a new reasonable deadline first. source
Getting Your Money Back
Section 75 and Chargeback
Section 75 and chargeback can help if the retailer will not refund: credit card (over 100 pounds and up 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 daysDefault delivery time for goods bought from a traderWithout undue delay and within 30 days of the contract unless agreed otherwise
- 120 daysChargeback claimWithin 120 days of realising there is a problem
- 180 daysPayPal dispute for non-deliveryWithin 180 days of payment
Steps to Take
Step 1 of 4
Check your order confirmation for an agreed delivery date. If none, the deadline is 30 days.
Step 2 of 4
Contact the seller, not the courier, and set a new, reasonable deadline in writing. Our free letter templates can write it for you.
Step 3 of 4
If it still does not arrive, tell the seller you are ending the contract and ask for a refund.
Step 4 of 4
If the seller does not refund, ask your card provider about Section 75 or a chargeback, or open a PayPal dispute.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, 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.
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.
Good to Know
Small things that make your complaint stronger.
Note the date you first realised there was a problem: the chargeback time limit counts from then.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- legislation.gov.uk/ukpga/2015/15/section/28 Checked 12 October 2026
- legislation.gov.uk/ukpga/2015/15/section/29 Checked 12 October 2026
- citizensadvice.org.uk/consumer/post-and-parcels/damaged-lost-delayed-post-or-parcel Checked 12 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 12 October 2026