B&Q Parcel Not Delivered or Refund Refused? UK Guide
B&Q splits deliveries between its own two-person teams for bulky goods and parcel couriers for smaller items. The Consumer Rights Act 2015 puts liability on B&Q either way, so a part-delivered kitchen or a missing box is B&Q's to resolve.
Who delivers your B&Q order?
B&Q typically uses: B&Q two-person home delivery, DPD, Evri, Click and Collect (in-store). The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with B&Q, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on B&Q to deliver into your physical possession.
B&Q contact and returns
- How to contact
- B&Q's home delivery line on 0333 014 3357 for anything about an order in transit, or 0333 014 3098 for general customer service. The contact form targets a reply within 48 hours.
- Returns policy summary
- B&Q returns windows differ sharply by product — cut-to-size timber, paint mixed to order and installed items are treated differently from boxed stock. Check the current policy on diy.com before you send anything back.
How to claim a refund from B&Q
- 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 B&Q via B&Q's home delivery line on 0333 014 3357 for anything about an order in transit, or 0333 014 3098 for general customer service. The contact form targets a reply within 48 hours. 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 B&Q refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
B&Q delivery FAQs
Is B&Q legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (B&Q) is responsible for the goods until you take physical possession. B&Q cannot redirect you to the courier because your contract is with B&Q, not the courier.
How long does B&Q 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 B&Q order came in several parcels and one never arrived. What do I claim?
Claim the missing part under Section 29 of the Consumer Rights Act 2015, not as a faulty-goods claim. Give B&Q the order number and the tracking references that did arrive, and ask for the missing item or a refund of it.
The B&Q delivery team left bulky items outside without a signature. Is that delivery?
Not if you did not authorise the location. Photograph where it was left, tell B&Q in writing that you did not agree to it, and ask for a refund or redelivery.
Do B&Q's own return-window rules limit my refund for a missing order?
No. Return windows govern goods you changed your mind about. A missing or short-delivered order is a statutory claim and B&Q covers the cost of putting it right.