Parcel Marked Delivered but Not Received: What to Do

The Rule

• Risk stays with the seller until the goods come into your physical possession (or those of someone you named to take them), under section 29 of the Consumer Rights Act 2015. One exception: if you chose a carrier the seller did not offer.
• Delivery time: unless agreed otherwise, the seller must deliver within 30 days. If late, you can set a further reasonable deadline and then treat the contract as ended.
• If you bought privately (not from a business), these rights do not apply in the same way.

What to Do

1. Check around your property, with neighbours and any safe place, and look at the courier’s delivery photo or signature.
2. Tell the seller in writing that the item has not arrived and ask for a replacement or refund.
3. Do not accept being told to claim from the courier yourself if the seller sent it.
4. If the seller will not help and you paid by card, ask your card provider about Section 75 or chargeback.
5. Use the company guide for the courier or seller if you need to escalate.

Ready-to-Use Letter or Email

Copy this, fill in the square brackets and send it in writing. Keep a copy and proof of sending.

Subject: Order [number] marked delivered but not received

Dear [seller],

I ordered [item] on [date] (order number [number]). Your tracking shows it as delivered on [date], but I have not received it. I have checked [what you checked].

Under the Consumer Rights Act 2015 the goods remain at your risk until they are in my possession. Please send a replacement or refund me in full within 14 days. Please do not ask me to claim from the courier, because my contract is with you.

Yours sincerely,
[Your name]

Related

• Delivery problems guide
• Courier and retailer complaint guides

Sources

• Consumer Rights Act 2015, section 29 (risk)
• Consumer Rights Act 2015, section 28 (delivery)

Last checked 4 October 2026. Rules change, so check the official page before you rely on this. This is general information, not legal advice.