Few things are more frustrating than waiting for an online order that never turns up. You check the tracking link, look behind the bins, ask your neighbours and refresh your email. Still nothing. The good news is that you do have options, and in many cases the seller is responsible for sorting it out.
The first step is to check the delivery information carefully. Look at the estimated delivery date, tracking status and courier notes. Sometimes a parcel is marked as delivered when it has been left in a safe place, taken to a collection point or delivered to a neighbour. Check your order confirmation too, just in case the delivery address was entered incorrectly.
If the tracking says the parcel has been delivered but you cannot find it, contact the retailer first rather than the courier. Your contract is usually with the seller, not the delivery company. Citizens Advice explains that if something you ordered has not arrived, you should contact the seller and may be able to ask for a redelivery or refund depending on the situation.
When you contact the retailer, keep your message calm and clear. Include your order number, delivery address, expected delivery date and tracking information. Say that the order has not arrived and ask them to investigate. If the item is time-sensitive, explain that too. For example, if you ordered a birthday present or something needed for an event, mention the date.
If the retailer says the courier delivered it, ask for proof. This might include a delivery photo, GPS scan or signature. Sometimes delivery photos are enough to show the parcel was left somewhere unsafe or at the wrong address. If the photo clearly is not your home, tell the retailer.
Do not be fobbed off too quickly. Some retailers try to tell customers to contact the courier themselves. You can contact the courier if you want to gather information, but the retailer should still deal with the problem because they arranged the delivery.
If the order is late but still possibly on the way, you may need to give the seller a reasonable chance to deliver. If you paid for a specific delivery date and the item did not arrive, you have a stronger argument for asking for a refund sooner. For standard delivery, it is usually sensible to give the retailer a deadline in writing.
A useful message might be: “My order has not arrived. Please either deliver the item by [date] or issue a full refund.” Keep copies of all emails or chat messages.
Be very careful with delivery scam messages while you are waiting. Scammers often send texts pretending to be from Royal Mail, Evri, DPD or other couriers. These messages may say you need to pay a small fee or rearrange delivery through a link. Citizens Advice warns that messages asking for payment or redelivery through a link are usually scams.
If the retailer refuses to help, consider your payment method. If you paid by credit card, debit card or PayPal, you may be able to raise a claim or dispute. Provide all evidence, including the order confirmation, tracking details and your messages to the seller.
If you think the website was fake or you have been scammed, report it. In England, Wales and Northern Ireland, Report Fraud is the UK’s reporting centre for fraud and cyber crime.
The main thing is not to panic. Start with the retailer, keep everything in writing and give clear deadlines. Most missing parcel problems are resolved with a replacement or refund. When they are not, your payment provider or consumer advice services may be able to help.