Letter to complain about undelivered goods

If your order hasn't been delivered in time, you should demand that the retailer take action. Use this handy template letter to help you complain.
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[Your address and contact number]

[Company/supplier's address]


Dear Sir/Madam,

[Reference: order number]

On [date], I placed the above order with you for [item], for which I paid in advance. The [item] has still not been delivered.

[If you agreed a specific time of delivery which has not been met] A specific time for delivery was agreed [give details] that has not been met. 

Under the Consumer Rights Act, goods must be delivered within the timeframe agreed with the retailer.

As this delivery date has now been missed, you have failed to fulfil this statutory requirement and are therefore in breach of contract.

In accordance with the Regulations, I am providing you with a further reasonable deadline by which the goods must be delivered.

If you do not send me the [item] by [date], I will consider our contract at an end, as I am entitled to do under the Regulations, and will expect you to refund me the full purchase price of [£xx].

[NB if time for delivery was already of the essence and the retailer was aware of this you may be able to request an immediate refund without agreeing a second delivery date.]

Yours faithfully,

[Your name]

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