This tool covers UK consumer rights. Outside the UK?
Guides
What the law actually says when a parcel is late, lost, damaged or stolen — and the exact route to a refund for each one.
Refund routes
Every guide maps the same ground: who to contact, what evidence to keep and the point where waiting turns into escalating.
Decision flow
Who claims, and in what order.
Decision tree
From Your Orders to payment protection.
Your rights
Where the delivery risk actually sits.
Timeline
How long is normal, by service.
Checklist
The evidence each route needs.
Decision flow
Contract holder first, then evidence.
Timeline
When a stalled scan starts to matter.
Parcel arrived but an item was missing? UK guide to the Section 29 delivery claim, what the packaging condition tells you, the packing record and despatch weight to demand, and how to escalate.
Evri parcel arrived damaged? UK guide to photo evidence, packaging rules, recipient vs sender claims, and how to get a refund or replacement from the retailer.
DPD delivery running late? UK guide to your Consumer Rights Act refund options, DPD's Next Day Guaranteed claim process, and what to do when DPD misses your date.
Late parcel delivery? UK guide to refund rights under the Consumer Contracts Regulations, the 30-day backstop, and what each major carrier owes you.
Retailer refusing a refund? UK chargeback guide for Visa, Mastercard and Amex, the 120-day window, and what evidence wins.
Parcel stolen from your doorstep? UK guide to refunds under the Consumer Rights Act 2015, CCTV evidence, police reports, and chargeback as last resort.
Evri lost or damaged your parcel? Start with the retailer in most online-order cases. Includes evidence checklist and email template.
Parcel arrived damaged? UK guide to your legal rights under the Consumer Rights Act 2015, claim process, template letter, and what to do if the retailer blames the courier.
Royal Mail tracking stuck? Diagnostic guide to what each status means, how long is normal by service, and the exact day to escalate from monitoring to action.
Evri parcel stuck at the depot? Diagnostic UK guide to how long parcels normally sit at depot, what each stuck status means, and when to escalate to the retailer.
DPD lost your parcel? Learn why you should claim from the retailer, not DPD, and how to get a full refund under the Consumer Rights Act 2015.
Lost a return parcel? Learn who is responsible in the UK and what to do to get your refund or compensation.
Parcel marked delivered but signed by someone else? Learn your rights in the UK and how to get a refund or replacement.
Tracking says delivered but your parcel hasn't arrived? Learn how to get a refund or replacement from the retailer or courier.
Amazon's refund process, A-to-Z Guarantee, and escalation options including Section 75 and chargeback protection.
Plain English breakdown of Section 28, Section 29, and your rights when deliveries go wrong.
Evri lost your parcel? Learn what Evri will pay, when to claim from the retailer, and the steps to get a refund or compensation.
Royal Mail compensation limits, claims process, and escalation to the Postal Review Panel. Different limits apply by service type.
Under the Consumer Rights Act 2015, your contract is with the retailer, not the courier. The retailer is responsible for ensuring the parcel reaches you, even if the courier is at fault. Your first contact should always be the retailer.
Yes. A 'delivered' tracking status is not proof that you received the parcel. Under UK consumer law, the retailer must refund or replace if you can show the parcel did not reach you, for example, no signature was required, no safe place was authorised, or no neighbour accepted it on your behalf.
For claims against a retailer the limitation period is six years (England and Wales). However, chargeback deadlines are much shorter, typically 120 days from the transaction date with Visa and Mastercard. Section 75 claims also have a six-year limit. Always escalate sooner rather than later.
Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the retailer for purchases between £100 and £30,000. If a retailer refuses to refund a missing parcel and you paid by credit card, you can claim directly from your card issuer.
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