If your tracking says delivered but the parcel never arrived, the retailer — not you — is responsible under the Consumer Rights Act 2015. You have a legal right to a full refund or replacement. Our tool helps you draft the right email and guides you through the process step by step.
Tell us what happened
Add the details
Get your claim letter
If you want the full parcel refund process in one place, you can start from the homepage and generate the complaint, escalation, and payment recovery steps together.
Want to act straight away?
Jump straight to the dispute form and fill in the details first.
Start your disputeUnder Section 29 of the Consumer Rights Act 2015, goods remain the retailer’s responsibility until they are physically received by you or someone you nominated. A courier’s tracking status alone is not legal proof of delivery. The retailer cannot refuse a refund simply because their system shows ‘delivered’.
Check with neighbours and any safe places around your property. Look for a ‘left with’ or ‘safe place’ note in your tracking. If the parcel genuinely hasn’t arrived, contact the retailer within 30 days — not the courier. The retailer holds the delivery contract and must resolve the issue directly with you.
Used in your dispute email
Order details
Optional — choose it if you know it
Helps the retailer locate your order — check your confirmation email
Optional, but useful for delivery issues
Delivery details
Optional, but helpful for a stronger timeline
Helps determine your best next step
This helps us determine your best recovery route
Payment
Case context
Did you buy directly from the retailer, or through a marketplace like Amazon or eBay?
Have you already contacted the retailer about this? This shapes the tone of your email.
What happened with the delivery? This adjusts the wording in your dispute email.
If the retailer won't help, your payment method gives you a second line of defence. If you paid by credit card and the item cost over £100, you're protected under Section 75 of the Consumer Credit Act. This makes your card provider equally liable with the retailer — meaning you can claim directly from your bank if the seller refuses to refund you. If you paid by debit card, you can request a chargeback for any amount when goods haven't been received or aren't as described. This asks your bank to reverse the payment. Most banks require you to raise a chargeback within 120 days of the transaction. If you paid through PayPal, their Buyer Protection programme covers items not received and items significantly not as described. You can open a dispute through PayPal's Resolution Centre. Our tool will tell you which payment route is strongest for your situation.
Under the Consumer Rights Act 2015, the retailer is responsible for ensuring your parcel reaches you — not the courier. You should contact the retailer for a refund or replacement.
Yes. Even if tracking shows 'delivered', if you didn't receive the item, the retailer must resolve the issue. They cannot simply point to courier tracking as proof.
If the courier left the parcel without your explicit permission and it's missing, the retailer is still liable. Contact them for a full refund or replacement.
Free tool · No data stored · UK consumer rights