Amazon Parcel Not Delivered? How to Get a Refund (UK 2026)

Amazon Missing Delivery, Best First Step

Start in Your Orders. Open the missing order, select Problem with order, and choose the option closest to a parcel that has not arrived (Amazon changes the wording from time to time, so follow the prompts on screen). What happens next depends on who sold and dispatched the item, which is why the sections below split the route by seller type. Amazon says it will do everything it can to help, but it cannot guarantee a refund until it has finished investigating. For complaints specific to Amazon's own delivery network, see our Amazon Logistics delivery problems page.

Amazon Missing Parcel Deadlines

1. Tracking says delivered: check the delivery address, the delivery photo, your household and your neighbours, then wait 48 hours before treating the parcel as missing. Amazon notes that parcels can be scanned as delivered before they arrive.
2. Shipped by Amazon: contact Amazon Customer Service within 30 days of the expected delivery date.
3. Sold and dispatched by a marketplace seller: contact the seller first. If they do not reply within 48 hours or do not resolve it, you can ask for an A-to-z Guarantee refund.
4. A-to-z Guarantee for a package you have not received: Amazon says you can claim once three days have passed since the latest estimated delivery date or the confirmed delivery date, whichever is sooner. Its eligibility rules also set a 90-day limit counted from the order's last delivery date, so do not leave it late.
5. After you submit an A-to-z claim: Amazon says you should hear back within 7 days. If it asks for more information, reply within 72 hours. If the claim is denied, you can appeal within 30 days.
6. If a refund is approved, Amazon says it can take up to 7 business days to show on a card or bank statement.

Amazon says delivered but you didn't receive it

If Amazon's tracking shows "Delivered" but nothing arrived, do not assume the claim will be rejected. First, check the delivery photo in Your Orders, where Amazon provides one. If it shows a different door, a communal hallway, or an unclear location, screenshot it straight away in case it is no longer visible later. Second, check your delivery instructions and any agreed safe place, and ask household members and immediate neighbours. Third, if you live in a building with a reception or mailroom, check there. Fourth, give it 48 hours, because Amazon notes that parcels can be scanned as delivered before they arrive. If it still has not turned up, report it as not received. A delivery photo is evidence, not proof: a photo of the wrong door or an unidentifiable location does not show that the parcel reached you. See also our guide on what to do when a parcel is marked delivered but not received.

How to report a missing Amazon delivery

1. Go to Your Orders on amazon.co.uk or in the Amazon app and find the affected order.
2. Select Problem with order, then choose the option closest to 'item not received'. Amazon changes the wording, so follow the prompts.
3. If tracking shows delivered, work through Amazon's checks first (address, delivery photo, household and neighbours) and allow 48 hours in case the parcel was scanned early.
4. Shipped by Amazon: ask Amazon for a refund or replacement and contact Customer Service within 30 days of the expected delivery date.
5. Sold and dispatched by a marketplace seller: message the seller through Amazon. If they have not replied within 48 hours or have not resolved it, and three days have passed since the latest estimated delivery date or the confirmed delivery date, whichever is sooner, you can request an A-to-z Guarantee refund.
6. Keep a screenshot of every step and every message, in case you need to appeal or escalate further.

The A-to-Z Guarantee Explained

Amazon's A-to-z Guarantee protects orders that a marketplace seller sold and dispatched. It does not cover orders Amazon itself dispatched, including Prime-delivered marketplace items, where Amazon tells you to contact it directly. To claim for a parcel that never arrived you generally need to have contacted the seller, waited 48 hours without a satisfactory reply, and be at least three days past the latest estimated delivery date or the confirmed delivery date, whichever is sooner. Amazon investigates and decides each claim itself and does not guarantee a refund. Two practical points: Amazon says that if you file a chargeback you can no longer request an A-to-z refund, so use A-to-z first where you are eligible; and a denied claim can be appealed within 30 days with new evidence. The same route applies when a parcel is marked as delivered but not received.

Amazon Direct, Fulfilled by Amazon or a Third-Party Seller?

Check your order details in Your Orders or your order confirmation email, which normally show who sold the item and who dispatched it. The product page under the Buy Now button shows the same details, but only for the current offer, which can differ from the one you bought. If Amazon sold and dispatched it, Amazon is your retailer and handles both the order and the refund decision. If a third-party seller sold it but Amazon dispatched it (Fulfilled by Amazon), your sales contract is still with the seller, but Amazon ships it, so contact Amazon first. If the seller both sold and dispatched it, the seller is responsible first and A-to-z is the fallback. For the contact route and a ready letter, see our Amazon parcel not received page.

When the Consumer Rights Act Applies

The Consumer Rights Act 2015 still applies to Amazon orders. Section 29 keeps the retailer responsible for the goods until they reach you. If the order was sold directly by Amazon, Amazon is the retailer. If it was sold by a marketplace seller, that seller is the retailer, although Amazon may still step in through the A-to-z Guarantee. Section 28 adds a delivery deadline: unless you agreed a different date, the trader must deliver within 30 days of the day the contract is entered into (usually when your order is accepted, which can be later than when you place it). If it is late, you can set a further deadline that is appropriate in the circumstances (in writing is best) and, if that passes without delivery, treat the contract as ended and ask for a refund without undue delay. You can end it straight away only if the trader refuses to deliver or delivery by the agreed date was essential. Section 29 also covers a parcel that arrived with something missing from it, because items that were never in the box were never delivered, see item missing from a parcel. For the wider legal background, see Consumer Rights Act 2015 delivery rights. This is general information, not legal advice.

If Amazon Refuses: Section 75, Chargeback, PayPal

If Amazon or the seller refuses or does not respond, you may be able to escalate through how you paid. Section 75 of the Consumer Credit Act can apply to a single item (or a set sold together) costing over £100 and up to £30,000 that you paid for wholly or partly on credit (most often a credit card), but how it applies to items bought from a marketplace seller is less clear-cut, so ask your card issuer. If it rejects your claim, complain to it formally first; if you then get a final response you disagree with, or eight weeks pass without one, you can take the complaint to the Financial Ombudsman Service. A chargeback may be possible on a debit or credit card, subject to time limits your bank can confirm, and PayPal Buyer Protection may apply if you paid that way. Remember that a chargeback ends your ability to request an A-to-z refund, so do not file one while an A-to-z claim is still open to you. If you have already been refused, see our guide on what to do when a refund is refused, or start with the missing parcel refund process to build your letter.