accessibility_new Dyslexia Friendly

I’ve ordered something and the parcel is missing

When you place an order with a trader online or by telephone the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, states that the trader is responsible for the goods until they have been delivered to you or someone that you have asked them to be delivered to. If the parcel hasn’t been delivered, you should contact the trader so that they can chase this with the courier. If the courier claims to have delivered the parcel then the trader will either have to prove that you received it, resend the goods or refund you. 

It’s important to check the trader’s terms and conditions when placing an order as these will sometimes state that goods may be left with a neighbour or in a safe place such as a porch. If you’ve agreed to these terms and conditions, then it could be difficult to argue that the trader is responsible if the parcel goes missing after delivery.

What should I do next?

If you haven’t already done so then you should try to speak with the trader about your problem to see if you can to come to an agreement. You can then follow this up with a more formal letter of complaint. It’s best to send this by signed for mail which will allow you to check that it’s been received, alternatively you could send an email with a read receipt. You should also give the trader a reasonable timescale to reply.

Last updated: 29 March 2019

Delivery Law Consumer Advice and Reporting

You can find out more about delivery law here.

Privacy Notice

You can find our privacy notice here. We will never sell your data.

You can find our complaints process here.

You can find our Service User Expectations & Service Plan here.

Powered by