InPost Delivered But Not Received: How to Get a Refund (UK)
If the tracking shows your parcel was delivered, but you never got it with a InPost 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. InPost's 7-day loss window is the tightest of any major UK carrier, so tell the retailer straight away — it is the retailer, not you, that has to lodge the claim in time. Use this page to check what to do next, the InPost claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on InPost's website before relying on them.
How to claim a refund
- 1
Open the InPost tracking page and screenshot the "delivered" status, time, and any GPS or photo proof for your records.
- 2
Check the safe place, neighbours and household members. Most "missing" parcels turn up within 24 hours.
- 3
Contact the retailer in writing and quote Section 29 of the Consumer Rights Act 2015. The retailer must investigate, not pass you to InPost.
- 4
Ask the retailer to file a claim with InPost via InPost's online claim form, which only accepts claims from whoever bought the label. The claim window is 7 days for a lost parcel, 14 days if tracking says delivered but it never arrived, and 30 days for damage (verify on the InPost website).
- 5
If 14 days pass with no fix, request a full refund or replacement. Mention that the retailer is liable until you take physical possession.
- 6
If refused, escalate via Section 75 (credit card, items over £100) or chargeback (debit card, within 120 days). For postal escalation, use the retailer first; then Section 75 or chargeback.
InPost compensation and escalation
- Claim window
- 7 days for a lost parcel, 14 days if tracking says delivered but it never arrived, and 30 days for damage (verify on the InPost website)
- How to claim
- InPost's online claim form, which only accepts claims from whoever bought the label
- Escalation
- the retailer first; then Section 75 or chargeback
Frequently asked questions
Should I claim from InPost or the retailer?
Claim from the retailer. InPost's 7-day loss window is the tightest of any major UK carrier, so tell the retailer straight away — it is the retailer, not you, that has to lodge the claim in time. Asking InPost directly will usually fail because your contract is with the retailer.
What is InPost's claim window for this issue?
7 days for a lost parcel, 14 days if tracking says delivered but it never arrived, and 30 days for damage (verify on the InPost website). Always check the current terms on InPost's own website before relying on a deadline.
What if the retailer refuses to refund?
If your order was over £100 and paid by credit card, file a Section 75 claim with your card issuer. For debit card or smaller amounts, request a chargeback within 120 days. You can also escalate via the retailer first; then Section 75 or chargeback.
InPost tracking says delivered — isn't that proof?
No. A tracking scan or photo is not proof you took physical possession. Section 29 of the Consumer Rights Act 2015 puts the burden on the retailer until the goods reach you.
How long should I wait before raising a claim?
Most retailers ask you to wait 24–48 hours after a "delivered" scan in case the parcel turns up. After that, contact the retailer in writing and quote the Consumer Rights Act.