Delivery Rights in the UK: What You’re Entitled to When Online Orders Go Wrong

Whether you’re ordering clothes, groceries, or electronics, delays, missing parcels, or damaged items can be incredibly frustrating. But as a UK consumer, you have strong legal delivery rights—and many people don’t realise just how protected they are.

This guide breaks down your delivery rights in the UK, what to do when your parcel doesn’t arrive, and how to reclaim your money or hold sellers accountable.

Your Delivery Rights Under UK Law

The Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 protect your online shopping experience.

Your key delivery rights include:

• A legal delivery deadline of 30 days (unless otherwise agreed)

• Full refund if the seller fails to deliver on time

• Protection for lost, stolen or damaged parcels

• The right to a refund for delivery costs when returning faulty items

These laws apply whether you’re buying from a UK website or a UK-based seller on platforms like eBay or Amazon Marketplace.

Who’s Responsible for a Lost or Late Delivery?

Many sellers try to pass the blame to delivery firms like Evri, DPD, or Royal Mail, but UK law is clear:

The retailer—not the courier—is responsible until the goods are in your hands.

If your parcel is lost, stolen from your doorstep, or arrives broken, the seller must resolve it.

What to Do If Your Parcel Hasn’t Arrived

If your delivery is late or missing, follow these steps:

1. Check the Tracking

Look for:

• Delivery updates

• Proof of delivery photo

• Notes (e.g. “Left in porch” or “With neighbour”)

2. Contact the Retailer, Not the Courier

Explain the situation and request:

• A replacement item

• Or a full refund (if it hasn’t arrived within 30 days)

Under the Consumer Contracts Regulations, you’re entitled to a refund if the item isn’t delivered on time and you no longer want it.

What If the Parcel Is Marked as Delivered but You Didn’t Receive It?

If the tracking says “Delivered” but you didn’t receive anything:

• Ask neighbours or building staff (if you live in a flat)

• Check for safe place photos

• Ask the seller to provide evidence of delivery

If you believe it was stolen or misdelivered, the seller must either:

• Provide a replacement

• Or give you a refund

They cannot legally say “take it up with the courier”—they’re liable until the item reaches you.

What Are Your Rights If the Parcel Is Damaged?

You’re entitled to a repair, replacement or refund if the goods arrive damaged or faulty. Always:

• Take photos of the damage immediately

• Keep packaging as evidence

• Contact the seller within 30 days

If they don’t offer a remedy, escalate the complaint (details below).

Your Right to Cancel and Get a Refund

Online shoppers in the UK get a 14-day cooling-off period, starting from the day you receive the item. You can cancel for any reason, including:

• Changed your mind

• Found a better deal

• Unhappy with the quality

You then have 14 more days to return the goods and get a full refund—including standard delivery charges.

Exceptions include:

• Perishable items (e.g. food)

• Customised or personalised items

• Sealed goods unfit for return once opened (e.g. cosmetics)

What If the Item Was a Gift?

If you bought an item to be delivered to someone else and it arrives damaged, late, or missing, you as the buyer still hold the legal right to claim.

Gift recipients cannot request a refund unless authorised by you.

Can You Claim Through Your Bank or Credit Card?

Yes. If a seller refuses to help or has gone bust, you can dispute the payment through your bank.

✅ Section 75 (Credit Cards)

Applies when:

• You spent £100 to £30,000

• You paid directly using a credit card (not PayPal)

Your credit card provider (e.g. Barclays, Lloyds, American Express) shares equal responsibility with the seller and can issue a full refund.

✅ Chargeback (Debit Cards and Smaller Payments)

If you used a debit card (e.g. with NatWest, HSBC, TSB, Halifax), you can raise a chargeback claim for:

• Lost items

• Non-delivery

• Incorrect charges

Most banks require this to be done within 120 days of the transaction.

Table: Delivery Rights at a Glance

What If the Retailer Refuses to Cooperate?

You can escalate complaints in several ways:

1. Use the Retailer’s Formal Complaint Process

Submit your complaint in writing and give them time to respond (usually 14 days).

2. Escalate to an Ombudsman

If unresolved, contact:

• RetailADR (Retail Ombudsman)

• Financial Ombudsman

3. Raise a Claim Through Your Bank

If the retailer won’t refund, initiate a dispute through your bank or credit card provider.

4. Use the Small Claims Court

For goods under £10,000, you can use Money Claim Online to recover your costs. It’s a straightforward process used by thousands of UK consumers every year.

Do Delivery Rights Apply to Marketplace Purchases?

If you’re buying from marketplace sellers (e.g. eBay, Amazon Marketplace, Etsy), things can get tricky. Your rights still apply, but:

• The retailer (seller) is responsible—not the platform

• Amazon has A-to-Z Guarantee protection

• PayPal purchases may be eligible under PayPal Buyer Protection

Always review seller ratings and return policies before purchasing from a third-party.

How to Avoid Future Delivery Issues

• Use tracked shipping where possible

• Always read return policies before ordering

• Take a photo of the packaging and contents upon arrival

• Use credit card for high-value online orders

• Track your parcels through the courier’s app or website

Final Thoughts: You Have More Power Than You Think

Thousands of UK shoppers lose money every year due to delivery failures—but you don’t have to be one of them. Whether your parcel went missing, arrived damaged, or was never delivered at all, you have clear legal rights to get your money back.

Retailers are responsible for delivery, not couriers. If they don’t play fair, your bank can help—especially if you used a credit card. The key is to act quickly, document everything, and don’t be afraid to escalate when necessary.

Useful Resources

• UK Government Consumer Delivery Rights

• RetailADR – Independent Retail Complaints Resolution

• Citizens Advice: Deliveries

• Financial Ombudsman