Amazon Says Delivered But Not Received: UK Refund Steps
If the tracking shows your parcel was delivered, but you never got it with a Amazon Logistics delivery, you have rights as a UK consumer. Section 29 of the Consumer Rights Act 2015 says the retailer is responsible for the goods until they reach the consumer. A 'delivered' scan in the tracking is not enough by itself. Amazon is both retailer and courier on its own deliveries. A-to-z only covers orders a third-party seller both sold and dispatched, with its own limits including 90 days from the order's last delivery date; Prime-delivered marketplace items go through Amazon directly. Use this page to check what to do next, the Amazon Logistics claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Amazon Logistics's website before relying on them.
How to claim a refund
- 1
Open the Amazon Logistics tracking page and screenshot the "delivered" status, time, and any photo or location details shown, for your records.
- 2
Check the safe place, neighbours and household members. Parcels left with a neighbour or in a safe place often turn up within a day or two.
- 3
Contact the retailer in writing and quote Section 29 of the Consumer Rights Act 2015. The retailer is responsible, so it should deal with this rather than pass you to Amazon Logistics.
- 4
Ask the retailer to file a claim with Amazon Logistics via Amazon's customer service chat and the A-to-Z Guarantee form. The claim window is 30 days from the expected delivery date to contact Amazon about a missing or late parcel on an order it ships, with no fixed deadline published for other problems, so raise any issue promptly (verify on the Amazon website).
- 5
If 14 days pass with no fix, request a full refund or replacement. Mention that the goods stay at the retailer's risk until they reach you.
- 6
If refused, escalate via Section 75 (if you paid on credit and your purchase qualifies) or a chargeback (usually within 120 days; check with your bank). For further escalation, use Amazon's own complaints process, with Citizens Advice for guidance and trading standards as a last resort.
Amazon Logistics compensation and escalation
- Claim window
- 30 days from the expected delivery date to contact Amazon about a missing or late parcel on an order it ships, with no fixed deadline published for other problems, so raise any issue promptly (verify on the Amazon website)
- How to claim
- Amazon's customer service chat and the A-to-Z Guarantee form
- Escalation
- Amazon's own complaints process, with Citizens Advice for guidance and trading standards as a last resort
Frequently asked questions
Should I claim from Amazon Logistics or the retailer?
Claim from the retailer. Amazon is both retailer and courier on its own deliveries. A-to-z only covers orders a third-party seller both sold and dispatched, with its own limits including 90 days from the order's last delivery date; Prime-delivered marketplace items go through Amazon directly. Your contract is with the retailer, so it is the retailer's job to deal with Amazon Logistics.
What is Amazon Logistics's claim window for this issue?
30 days from the expected delivery date to contact Amazon about a missing or late parcel on an order it ships, with no fixed deadline published for other problems, so raise any issue promptly (verify on the Amazon website). Always check the current terms on Amazon Logistics's own website before relying on a deadline.
What if the retailer refuses to refund?
If you paid on credit, you may have a Section 75 claim against your card issuer or lender for a single item (or a set sold together) with a cash price over £100 and up to £30,000, paid for wholly or partly on credit, most often a credit card (some point-of-sale loans and store or catalogue credit also qualify; paying through PayPal or some marketplaces can rule it out). If not, or if you paid by debit card, ask your bank about a chargeback; the usual time limit is about 120 days, but check with your bank. You can also escalate via Amazon's own complaints process, with Citizens Advice for guidance and trading standards as a last resort.
Amazon Logistics tracking says delivered — isn't that proof?
Not by itself. A tracking scan or photo does not show that the goods reached you. Section 29 of the Consumer Rights Act 2015 keeps the goods at the retailer's risk until they reach you or someone you nominated to receive them.
How long should I wait before raising a claim?
Some retailers ask you to wait a day or two after a "delivered" scan in case the parcel turns up. After that, contact the retailer in writing and quote the Consumer Rights Act.
