I’m a bit anxious about going out into shops at the moment so I want to do more shopping online, but there’s been things in the news about delivery problems. I’m worried about not receiving things on time or packages being lost. 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 wrong.
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 circ*mstances 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.
If your parcel was left somewhere:
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:
If Royal Mail 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 for help.
FAQs
Check the delivery address you gave the seller. Then contact them and ask where your order is. If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circ*mstances.
Who is responsible if a parcel goes missing? ›
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.
What to do if a tracked parcel goes missing? ›
If the item was sent using the Tracked 24 or Tracked 48 service, only the sender can claim compensation. It's usually easier for the sender to claim because they're more likely to have the evidence that's needed. If you want to claim as the receiver, contact the sender to get the evidence you need.
How do I complain about a lost parcel? ›
Contact details
To make a complaint call us on 03457 740740 or complete our dedicated form here.
How do I complain about a parcel not being delivered? ›
Contact the delivery company
This could include problems with goods: not delivered. damaged in transit. delivered but not signed for or left where they could be stolen or damaged.
Who is responsible if a package goes missing? ›
As a general rule of thumb, if you don't see any evidence to suggest otherwise, the seller or shipper is responsible. If a package is marked as delivered and you have not seen it, then the seller is responsible. The exception is that if a package is actually lost prior to being marked delivered.
What if my package never arrived? ›
USPS lost packages:
Call 1 (800) 275-8777 or (800) 222-1811- ask customer service for a tracking update. Ask neighbors. Submit a search to Missing Mail search request. If mail was not recovered, you may able to file an insurance claim.
How long before a parcel is considered lost? ›
an item shall be deemed as lost if Royal Mail has not delivered it at the place to which it is addressed by the end of the tenth working day (or the fifth working day for Royal Mail Special Delivery Guaranteed by 1pm® (not posted on account) after its due date of delivery, unless there is evidence to the contrary to ...
How long until a package is considered lost? ›
For most mail classes, the package must be lost for at least 7 days from the date of mailing before you can initiate a request to have the USPS search for the missing mailpiece.
Can I get compensated for a lost package? ›
File a Claim
If your mail or package included insurance, you may be able to file an insurance claim. For damaged or missing contents, we recommend filing a claim immediately, but you must file no later than 60 days from the date of mailing.
You should contact the seller to ask for a redelivery or a refund - you can phone, email or write a letter.
What can I do if I ordered something and never received it? ›
If the seller hasn't shipped the item within the timeframe they promised when you bought it, you can cancel the order. If you never got your order and the charge appears on your credit card statement, you can dispute it as a billing error. File a dispute online or by phone with your credit card company.
Is it illegal to say you didn't get a package? ›
You are never required to give evidence against yourself. Anything you say about this package to anyone other than your lawyer can be used against you and in this case can likely get you arrested.
Who is responsible for a parcel not being delivered? ›
Under the Consumer Rights Act, when you buy goods from an online retailer, they are responsible for the goods until you receive them. So, if the courier loses the goods you ordered or they arrive damaged, the retailer is responsible for putting things right, not the courier.
What happens if a signed parcel goes missing? ›
See Royal Mail Signed For® 1st Class and 1st Class Parcels for more details. If the item hasn't been delivered by the due date plus 10 working days the sender might be able to claim for compensation. Check eligibility on our Claims Centre. (Please note, early claims cannot be processed.)
What if I paid for an item and never received it? ›
A company can't make you wait forever. If something didn't arrive or you didn't accept it, and the company won't refund your money, dispute the charges. And, if products show up that you never ordered? You don't have to pay for them.
Who is responsible if a package is delivered to the wrong address? ›
If a package is delivered to an address that does not match the address label and is unretrievable, the carrier is responsible for the loss, which will be in the amount insured by the shipper, or up to $100 if the shipper did not insure the shipment. The shipper is responsible for reporting the loss to the carrier.
Who is responsible if a parcel is delivered to the wrong address? ›
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.
Can you keep packages wrongly delivered to your house? ›
Unsolicited Packages
In some cases, a company will send you an item that you didn't purchase. This is called an “unsolicited good.” When you're sent an unsolicited good, you're within your rights to keep them. You have no obligation to send the item back or pay for it.
Do lost parcels ever get found? ›
The good news is most lost parcels are found; We will do everything in our power to find your parcel, however it can potentially take up to 10 working days and sometimes more to locate. One of the most common reasons for a parcel to be lost is if the label has become detached or damaged.
