InPost Late Delivery: How to Get a Refund (UK)
If your parcel is well past its expected delivery date with a InPost delivery, you have rights as a UK consumer. Under section 28 of the Consumer Rights Act 2015, a retailer must deliver within the agreed time or, if none was agreed, within 30 days of the contract being made. If the delivery date was essential, or a further deadline you set is also missed, you can treat the contract as ended and ask for a refund. InPost's published windows are short: 7 days after drop-off for a lost parcel where the label was bought through its own site or app, and 14 to 28 days on its retailer claim form. Either way tell the retailer straight away, because the label buyer, usually the retailer rather than you, 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
Confirm the agreed delivery window from your order confirmation. Note the date the courier handover happened in InPost tracking.
- 2
Check InPost's tracking for any depot or hub holds. Many "late" parcels are stuck at a sortation hub.
- 3
Contact the retailer in writing. Reference section 28 of the Consumer Rights Act 2015: delivery must happen within the agreed period or, if none was agreed, within 30 days of the contract being made.
- 4
If the date was essential (named day, gift, event), state this clearly and ask to cancel for a full refund.
- 5
If the delivery is just slow, ask the retailer to chase InPost via InPost's online claim form, which the sender who bought the label submits. The window is 7 days after drop-off for a lost parcel where the label was bought through InPost's site or app (its retailer claim form allows 14 to 28 days), 14 days from delivery if tracking says delivered but it never arrived, and 30 days from delivery for damage (verify on the InPost website).
- 6
If the retailer refuses to refund or replace after the 30-day backstop, escalate via Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live or use Section 75 / chargeback.
InPost compensation and escalation
- Claim window
- 7 days after drop-off for a lost parcel where the label was bought through InPost's site or app (its retailer claim form allows 14 to 28 days), 14 days from delivery if tracking says delivered but it never arrived, and 30 days from delivery for damage (verify on the InPost website)
- How to claim
- InPost's online claim form, which the sender who bought the label submits
- Escalation
- Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live
Frequently asked questions
Should I claim from InPost or the retailer?
Claim from the retailer. InPost's published windows are short: 7 days after drop-off for a lost parcel where the label was bought through its own site or app, and 14 to 28 days on its retailer claim form. Either way tell the retailer straight away, because the label buyer, usually the retailer rather than you, has to lodge the claim in time. Your contract is with the retailer, so it is the retailer's job to deal with InPost.
What is InPost's claim window for this issue?
7 days after drop-off for a lost parcel where the label was bought through InPost's site or app (its retailer claim form allows 14 to 28 days), 14 days from delivery if tracking says delivered but it never arrived, and 30 days from delivery 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 you paid on credit, you may have a Section 75 claim against your card issuer or lender for a single item (or a set sold together) with a cash price over £100 and up to £30,000, paid for wholly or partly on credit, most often a credit card (some point-of-sale loans and store or catalogue credit also qualify; paying through PayPal or some marketplaces can rule it out). If not, or if you paid by debit card, ask your bank about a chargeback; the usual time limit is about 120 days, but check with your bank. You can also escalate via Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live.
When is a delivery legally late?
If a specific delivery window was agreed, it is late after that window. If no window was agreed, the statutory backstop is 30 days from the day the contract is entered into, under section 28 of the Consumer Rights Act 2015.
Can I cancel and get a full refund for a late InPost delivery?
Possibly. You can end the contract and ask for a refund straight away if the retailer refuses to deliver, or if the date was essential (from the circumstances, or because you said so before ordering). Otherwise you can set a further deadline that is appropriate in the circumstances, and if that is missed you can treat the contract as ended.
