Not On The High Street Parcel Not Delivered or Refund Refused? UK Guide
Not On The High Street is a marketplace of small partner sellers, each dispatching its own goods with its own courier. Your contract is with the seller, so the Consumer Rights Act 2015 applies to that seller as the trader — the platform's role is to step in when the seller does not.
Who delivers your Not On The High Street order?
Not On The High Street typically uses: Royal Mail, Evri, seller-arranged couriers. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Not On The High Street, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Not On The High Street to deliver into your physical possession.
Not On The High Street contact and returns
- How to contact
- Message the partner seller through your order first — that is both the fastest route and the one the platform expects. If the seller does not resolve it, raise a request with Not On The High Street at info.notonthehighstreet.com.
- Returns policy summary
- Each partner seller sets its own returns policy, so check the listing. Personalised items are commonly excluded from change-of-mind returns, but never from claims for goods that did not arrive.
How to claim a refund from Not On The High Street
- 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 Not On The High Street via Message the partner seller through your order first — that is both the fastest route and the one the platform expects. If the seller does not resolve it, raise a request with Not On The High Street at info.notonthehighstreet.com. 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 Not On The High Street refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Not On The High Street delivery FAQs
Is Not On The High Street legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Not On The High Street) is responsible for the goods until you take physical possession. Not On The High Street cannot redirect you to the courier because your contract is with Not On The High Street, not the courier.
How long does Not On The High Street 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.
Should I contact the seller or Not On The High Street?
The seller first, through the order message thread. Partner sellers are small businesses and usually resolve things quickly. Escalate to the platform only if the seller does not respond or refuses.
My personalised gift never arrived. Does personalisation block a refund?
No. The personalisation exclusion covers changing your mind. It has no application to an item that never reached you — that is a straightforward Section 29 claim against the seller.
The seller has stopped replying. What now?
Raise a request with Not On The High Street and include the message thread. If that does not resolve it, use chargeback or, for a credit-card purchase with a cash price over £100, Section 75 against your card issuer.