Royal Mail Says Delivered But You Didn't Get It: UK Refund Guide
If the tracking shows your parcel was delivered, but you never got it with a Royal Mail delivery, you have rights as a UK consumer. Section 29 of the Consumer Rights Act 2015 says the retailer is responsible for the goods until they reach the consumer. A 'delivered' scan in the tracking is not enough by itself. If you bought goods online, the retailer is responsible under the Consumer Rights Act 2015. Personal Royal Mail claims apply when you posted the parcel yourself. Use this page to check what to do next, the Royal Mail claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Royal Mail's website before relying on them.
How to claim a refund
- 1
Open the Royal Mail tracking page and screenshot the "delivered" status, time, and any photo or location details shown, for your records.
- 2
Check the safe place, neighbours and household members. Parcels left with a neighbour or in a safe place often turn up within a day or two.
- 3
Contact the retailer in writing and quote Section 29 of the Consumer Rights Act 2015. The retailer is responsible, so it should deal with this rather than pass you to Royal Mail.
- 4
Ask the retailer to file a claim with Royal Mail via Royal Mail's online claim form (proof of posting and contents required). The claim window is 30 calendar days of the eligible claim date on Tracked 24 and Tracked 48, which most retailers ship on, and up to 80 calendar days from posting on other services (verify on the Royal Mail website).
- 5
If 14 days pass with no fix, request a full refund or replacement. Mention that the goods stay at the retailer's risk until they reach you.
- 6
If refused, escalate via Section 75 (if you paid on credit and your purchase qualifies) or a chargeback (usually within 120 days; check with your bank). For further escalation, use the Postal Review Panel and then the Postal Redress Service (POSTRS).
Royal Mail compensation and escalation
- Claim window
- 30 calendar days of the eligible claim date on Tracked 24 and Tracked 48, which most retailers ship on, and up to 80 calendar days from posting on other services (verify on the Royal Mail website)
- How to claim
- Royal Mail's online claim form (proof of posting and contents required)
- Escalation
- the Postal Review Panel and then the Postal Redress Service (POSTRS)
Frequently asked questions
Should I claim from Royal Mail or the retailer?
Claim from the retailer. If you bought goods online, the retailer is responsible under the Consumer Rights Act 2015. Personal Royal Mail claims apply when you posted the parcel yourself. Your contract is with the retailer, so it is the retailer's job to deal with Royal Mail.
What is Royal Mail's claim window for this issue?
30 calendar days of the eligible claim date on Tracked 24 and Tracked 48, which most retailers ship on, and up to 80 calendar days from posting on other services (verify on the Royal Mail website). Always check the current terms on Royal Mail'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 the Postal Review Panel and then the Postal Redress Service (POSTRS).
Royal Mail tracking says delivered — isn't that proof?
Not by itself. A tracking scan or photo does not show that the goods reached you. Section 29 of the Consumer Rights Act 2015 keeps the goods at the retailer's risk until they reach you or someone you nominated to receive them.
How long should I wait before raising a claim?
Some retailers ask you to wait a day or two after a "delivered" scan in case the parcel turns up. After that, contact the retailer in writing and quote the Consumer Rights Act.
