Apple Parcel Not Delivered or Refund Refused? UK Guide
Apple sells direct and usually ships high-value items on signature-required services. Because Apple is the seller, the Consumer Rights Act 2015 makes Apple responsible until you take physical possession — a signature on a courier's device is evidence, not proof that you received it.
Who delivers your Apple order?
Apple typically uses: UPS, DPD, Apple in-house couriers, Apple Store collection. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Apple, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Apple to deliver into your physical possession.
Apple contact and returns
- How to contact
- Apple on 0800 048 0408, or the Apple Support app. Apple Store order queries are handled separately from technical support, so say up front that this is a delivery problem.
- Returns policy summary
- Apple offers a 14-day change-of-mind return on most direct purchases. That window is separate from a claim for an order that never arrived, which has no such limit.
How to claim a refund from Apple
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Apple via Apple on 0800 048 0408, or the Apple Support app. Apple Store order queries are handled separately from technical support, so say up front that this is a delivery problem. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Apple refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Apple delivery FAQs
Is Apple legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Apple) is responsible for the goods until you take physical possession. Apple cannot redirect you to the courier because your contract is with Apple, not the courier.
How long does Apple have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My Apple order is high value. Does that change my options?
It strengthens them considerably. If you paid any part on a credit card and the cash price was over £100, Section 75 of the Consumer Credit Act 1974 makes your card issuer jointly liable with Apple for the whole amount.
Apple says the delivery was signed for, but not by me.
Ask for a copy of the signature and the delivery address recorded against it. A signature from someone you did not authorise does not transfer risk to you under Section 29 of the Consumer Rights Act 2015.
Can I sort an online Apple order problem in an Apple Store?
Stores can help with devices but not with online delivery investigations. Order and delivery issues go through Apple's order support line or the Support app, which can see the shipment record.