Item Missing From Your Parcel? How to Get a Refund [UK 2026]
If the parcel arrived but an item you ordered was not inside it, the delivery is not complete. Under Section 29 of the Consumer Rights Act 2015 the goods stay at the retailer's risk until they are in your hands, so the missing items are the seller's problem to fix, not a courier claim you have to chase.
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Claim route at a glance
| Issue | What to do |
|---|---|
| First contact | Retailer |
| Main evidence | Photos of the parcel and packaging, shipping label, despatch weight |
| Legal basis | Consumer Rights Act 2015, Section 29 — items never came into your possession |
| Escalation | Section 75 or chargeback if the retailer treats the scan as proof of delivery |
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Start your disputeMissing item is not the same as damaged item
This distinction decides which argument you make, and getting it wrong weakens the claim. A damaged item was delivered but is faulty, so it is argued under satisfactory quality (Section 9) and the retailer can reasonably ask to inspect or collect it. A missing item was never delivered at all, so it is argued under Section 29: goods remain at the trader's risk until they come into your physical possession. Ask for the items or your money back — not a repair, not an inspection, and not a return you cannot make because you have nothing to send.
Why the retailer, not the courier
Your contract is with the seller who took your money. The courier's contract is with that seller, which is why couriers pay claims to the sender and not to you. When a retailer tells you to raise it with Evri, DPD, Yodel or Royal Mail, they are asking you to enforce a contract you are not a party to. The one exception is when you personally booked and paid for the delivery, which almost never applies to a normal retail order.
The two records that settle most cases
A short-delivered parcel usually failed in one of two places, and each leaves a paper trail the retailer holds:
- Despatch weight. Carriers weigh parcels at collection. If the label or manifest shows a weight consistent with a part-filled box, that is direct evidence the items were not in it when the courier took it.
- Packing record. Warehouses log what was picked and packed against your order number. A mismatch between that record and what arrived points at a picking error rather than the courier.
Ask for both in the same message. Retailers who resist tend to fold once you name the specific record rather than asking them to "investigate".
What the packaging tells you
Photograph the parcel before you unpack anything else, then read the condition of the outer packaging:
- Torn, opened or resealed — including carrier tape over a split seam, a slit along one edge, or a box that has clearly been retaped. That points at interference in transit, so ask the retailer for the carrier's handling record alongside the despatch weight.
- Sealed and undamaged — the seams are the original ones and nothing has been cut. That points at what was packed, so the retailer's own picking record is the document that matters.
- Not sure — say so and stay factual. Describe what you saw and ask for both records. Claiming the parcel was tampered with when you cannot show it hands the retailer an easy rebuttal.
What to say to the retailer
Put it in writing, not on a phone call. State plainly that the parcel arrived, that the item you ordered was not inside it, and that under Section 29 of the Consumer Rights Act 2015 goods remain the retailer's responsibility until they are in your physical possession.
Attach the photos, quote the order number, name the missing items and their value, and ask for one of two outcomes: the items sent to you, or a refund of their value. Give a short deadline, such as 7 working days, and say what you will do next if it passes.
When the retailer says the tracking shows delivered
This is the standard first reply and it does not answer the point. A tracking scan records that a parcel was handed over; it says nothing about what was inside it. Repeat that you are not disputing that a parcel arrived — you are disputing that the goods did. Then put the two record requests back in front of them. If the answer is still a refusal, stop repeating yourself in live chat and move to the payment route, which produces a decision instead of another conversation.
Carrier-specific context
The retailer route is the same whichever carrier delivered, but each has its own claim window that the retailer must work within. See DPD, Evri, Royal Mail or Yodel for the current deadlines and where the claim is filed. Act early: some windows run from despatch, not from the day you noticed.
Payment protection
If the retailer treats the delivery scan as the end of the matter, your payment method is the next lever. If you paid by credit card and the order was over £100, Section 75 of the Consumer Credit Act makes your card provider equally liable with the retailer. A short-delivered order is a breach of contract, so the claim covers the value of the items you never received. If you paid by debit card, you can request a chargeback for goods not received. Send your bank the photos of the packaging and the order confirmation showing what should have been in the parcel. Most banks require the chargeback within 120 days of the transaction. If you paid through PayPal, Buyer Protection covers orders that arrive incomplete as well as orders that never arrive at all. Open a dispute through the Resolution Centre. Our tool will tell you which payment route is strongest for your situation.
Frequently asked questions
My parcel arrived but an item was missing — who is responsible?
The retailer. Under Section 29 of the Consumer Rights Act 2015, goods remain at the trader's risk until they come into your physical possession. Items that were never in the box were never delivered to you, so the retailer must send them or refund them. A delivery scan does not change that.
Is a missing item treated the same as a damaged item?
No. A damaged item arrived and is faulty, which is a satisfactory-quality claim under Section 9 and can involve repair, replacement or inspection. A missing item never arrived, which is a delivery claim under Section 29. Ask for the goods or a refund, and do not accept being asked to return something you never received.
What evidence should I keep for a short-delivered parcel?
Photograph the parcel from several angles before unpacking further, including the shipping label and any weight printed on it, and keep all the packaging until the claim is closed. Save the order confirmation showing what should have been in the parcel, plus the tracking page and any chat or email with the retailer.
The box was sealed and undamaged — does that hurt my claim?
No, it usually points the claim somewhere more useful. Intact packaging suggests the items were never packed rather than lost in transit, which makes the retailer's own picking and packing record the key document. Ask for that record and the despatch weight.
Should I contact the courier about a missing item?
Not for a normal retail order. The courier's contract is with the retailer, so couriers pay claims to the sender rather than the customer. Ask the retailer to file any carrier claim while they deal with your refund or replacement. You would only claim directly if you booked and paid for the delivery yourself.
What if the retailer refuses to send the missing item or refund it?
Escalate through your payment method. Section 75 of the Consumer Credit Act can apply to credit card orders over £100, and chargeback is available on most card payments, usually within 120 days. PayPal Buyer Protection covers incomplete orders. Citizens Advice and, as a last resort, Money Claims Online remain available.
Should I contact the retailer or courier first?
For most online purchases, contact the retailer first. The courier may hold useful evidence, but the seller usually has the consumer contract with you and the delivery contract with the carrier.
What should I keep before escalating?
Keep order confirmation, tracking screenshots, delivery photos, signatures, safe-place notes, complaint reference numbers, and every written reply from the retailer or courier.
Is tracking marked delivered enough proof?
Not always. Ask for the actual delivery evidence, such as a photo, GPS note, signature, safe-place record or named recipient, and explain any mismatch.
When should I use payment protection?
Use it after you have given the retailer a fair written chance to fix the issue and they refuse, ignore you, or rely on weak delivery evidence.
Sources checked
- Consumer Rights Act 2015, Section 29
- Consumer Rights Act 2015, Section 28
- Consumer Credit Act 1974, Section 75
- Citizens Advice consumer service
This is general UK consumer information, not legal advice. Check live retailer, carrier and payment-provider terms before escalating.
Related guides
- What proof you need for a parcel refund, Evidence checklist for a short-delivered parcel
- Who is responsible, retailer or courier?, Why the retailer answers for what the courier delivered
- Parcel arrived damaged, The satisfactory-quality route when goods arrive broken rather than absent
- Parcel marked delivered but not received, When no parcel arrived at all
- DPD item missing from parcel, DPD claim window and evidence for a short-delivered parcel
- Office order arrived short, Footwear orders that arrive with the box short of what you ordered
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