UPS Late Delivery: How to Get a Refund (UK)
If your parcel is well past its expected delivery date with a UPS delivery, you have rights as a UK consumer. Under section 28 of the Consumer Rights Act 2015, a retailer must deliver within the agreed time or, if none was agreed, within 30 days of the contract being made. If the delivery date was essential, or a further deadline you set is also missed, you can treat the contract as ended and ask for a refund. Your contract is with the retailer that booked UPS. UPS will only pay the sender. Use this page to check what to do next, the UPS claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on UPS's website before relying on them.
How to claim a refund
- 1
Confirm the agreed delivery window from your order confirmation. Note the date the courier handover happened in UPS tracking.
- 2
Check UPS's tracking for any depot or hub holds. Many "late" parcels are stuck at a sortation hub.
- 3
Contact the retailer in writing. Reference section 28 of the Consumer Rights Act 2015: delivery must happen within the agreed period or, if none was agreed, within 30 days of the contract being made.
- 4
If the date was essential (named day, gift, event), state this clearly and ask to cancel for a full refund.
- 5
If the delivery is just slow, ask the retailer to chase UPS via UPS's online claim form. The window is 14 days from receipt to report damage or part loss, and 60 days from the goods being consigned to report a loss (verify on the UPS website).
- 6
If the retailer refuses to refund or replace after the 30-day backstop, escalate via Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live or use Section 75 / chargeback.
UPS compensation and escalation
- Claim window
- 14 days from receipt to report damage or part loss, and 60 days from the goods being consigned to report a loss (verify on the UPS website)
- How to claim
- UPS's online claim form
- Escalation
- Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live
Frequently asked questions
Should I claim from UPS or the retailer?
Claim from the retailer. Your contract is with the retailer that booked UPS. UPS will only pay the sender. Your contract is with the retailer, so it is the retailer's job to deal with UPS.
What is UPS's claim window for this issue?
14 days from receipt to report damage or part loss, and 60 days from the goods being consigned to report a loss (verify on the UPS website). Always check the current terms on UPS'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 Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live.
When is a delivery legally late?
If a specific delivery window was agreed, it is late after that window. If no window was agreed, the statutory backstop is 30 days from the day the contract is entered into, under section 28 of the Consumer Rights Act 2015.
Can I cancel and get a full refund for a late UPS delivery?
Possibly. You can end the contract and ask for a refund straight away if the retailer refuses to deliver, or if the date was essential (from the circumstances, or because you said so before ordering). Otherwise you can set a further deadline that is appropriate in the circumstances, and if that is missed you can treat the contract as ended.
