It can be really frustrating if you order a product for delivery, only for it to take ages to arrive or not turn up at all. Knowing your rights can remove some of the stress and help get your order faster – or your money back.
Answers to your problems
I've been waiting months for an item I bought, can I cancel it?
Items you buy must be delivered to you within a reasonable time. If they're not, then you have the right to cancel. Read the Which? guide on what to do.
My online order hasn't arrived, what can I do?
If you buy something online and it is late, or doesn't arrive, your consumer rights mean you're protected. Read our guide to see what you can do.
Step by step guides
How do I cancel an online order?
You have the right to cancel an online order under the Distance Selling Regulations, here is how to do it.
Letter to ask for a refund for goods not received
If your order hasn't arrived within an agreed timeframe, or it should have been obvious to the seller that you needed it by a certain date, ask for a refund.
Letter to complain about undelivered goods
If your order hasn't arrived, complain about your undelivered goods with this template letter
Letter complaining that you couldn't cancel an online order
If a retailer disputes your right to cancel an order within the cooling-off period, you have the right to challenge this
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.