Published 3 April 2026
Quick Answer
If your tracking shows 'delivered' but your parcel hasn't arrived, you're entitled to a refund or replacement from the retailer under the Consumer Rights Act 2015 — the courier must prove proper delivery. Contact the retailer in writing, keep screenshots of the tracking, and ask for one clear outcome.
If your tracking shows 'delivered' but your parcel hasn't arrived, you're entitled to a refund or replacement from the retailer under the Consumer Rights Act 2015 — the courier must prove proper delivery. Under your delivery rights under the Consumer Rights Act 2015, the risk stays with the retailer until the goods are delivered into your possession. If the courier marked it as delivered incorrectly, left it at the wrong address, or it disappeared before it reached you, that is still the retailer's problem to fix.
For higher-value services that require a signature, your case is stronger if no valid signature was obtained. A tracking scan alone is not always enough: the courier and retailer should be able to show proper delivery, especially where the service required a signature, named recipient, delivery photo, GPS evidence, or other proof. You do not have to prove where the parcel went; they must prove it was delivered correctly.
Before you contact the retailer, check the obvious places. Ask neighbours or household members, look in any safe place, bin store, shed, or porch area, and review the tracking history for a delivery photo or note. If the courier shows a specific delivery location or wrong address, screenshot it. For courier-specific guidance, see our Royal Mail compensation, Evri lost parcel claim, Yodel lost parcel, and DPD delivery problem pages.
If the retailer refuses to help, you still have other routes. Section 75 applies to credit card purchases over £100, chargeback may help with debit card payments, and PayPal Buyer Protection can also be useful. These options matter most when the retailer keeps insisting the parcel was delivered even though you never received it, especially if they try to push you towards the courier instead of resolving it themselves. If you want the step-by-step action plan, use the parcel refund process for delivered but not received claims, or start with the main refund tool.
For courier-specific help, compare Royal Mail compensation and Evri lost parcel claim, or use the full parcel refund process to generate the next steps for your case.
Contact the retailer in writing and say the goods were not delivered into your possession. Screenshot the tracking, delivery photo, GPS notes, and any missing or suspicious signature. Under the Consumer Rights Act 2015, the retailer usually remains responsible until proper delivery is proven.
Yes, if the parcel was not actually delivered to you. A delivered scan does not automatically defeat your claim. Ask the retailer for a refund or replacement and require evidence of proper delivery, especially if the service needed a signature and none was obtained.
For most online purchases, the retailer is responsible because your contract is with them, not the courier. The courier may investigate or provide proof of delivery, but the retailer must resolve the missing order unless they can show it was properly delivered to you.
No. Section 29 of the Consumer Rights Act 2015 makes the retailer responsible, not the courier. The retailer cannot pass their legal obligation to you. You have a contract with the retailer, not the courier, so you claim from the retailer.
This is strong evidence the courier delivered to the wrong address. Use this in your claim to the retailer. Screenshot the photo and the tracking details. The retailer is still liable because they chose the courier and are responsible for proper delivery.