If you’ve had a damaged delivery or it didn’t arrive at all, your rights are protected by the Consumer Rights Act and the Consumer Contracts Regulations. Our guides can help you make a complaint.
Answers to your problems
I received damaged goods in the post, what can I do?
If you buy something that requires home delivery and it gets damaged in transit, don't worry – you do have legal rights.
My parcel was left outside my home and stolen, what can I do?
Which? believes you have good grounds to argue that the retailer should replace and re-deliver goods left outside your home which are stolen
My parcel was left with a neighbour who denies having it
If you parcel was delivered to a neighbour who denies having it, what can you do? Read our Which? guide to understand your rights.
Step by step guides
How to complain if you receive damaged goods in the post
Don’t be fobbed off by a retailer if you received damaged goods in the post. Here’s the lowdown on how to complain and what to ask for.
How to complain if your parcel is late or doesn’t turn up
If your parcel is late or doesn't turn up, your rights vary depending on the type of delivery you paid for.
How to complain if your parcel was left somewhere or stolen
This advice applies if your parcel hasn't turned up, were left somewhere outside your home and stolen, or left with a neighbour that denies having them.
Letter to complain about goods that weren't received
If your goods don't arrive, you can use this letter to write to the trader and ask for your items to be delivered or cancel your order and get a refund
Letter to request damaged goods be replaced
If you receive a parcel that contains damaged goods, the seller is responsible for replacing them and for covering the cost of return postage.
Letter to request missing parcel replacement
If you order goods that don't turn up, the retailer is responsible for sorting this out and re-sending your goods at no extra cost to you.
Consumer Rights Act 2015
The Consumer Rights Act gives you rights when you buy goods and services or digital products. Understand your rights with our informative guide.