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.
Know your delivery rights
If your parcel is late or has gone missing, you have rights that can help you sort out your undelivered goods problem. Know your delivery rights
Answers to your problems
My delivery or online order hasn't arrived, what can I do?
If you buy something online, from a catalogue or over the phone that requires home delivery and it arrives late or doesn't turn up at all, don't worry - you've got rights.
What are my rights if a parcel I sent is late or missing?
What are my rights if a parcel I sent is late or missing? We guide you through how to complain and claim compensation for a late or lost parcel.
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.
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 been delivered in time, you should demand that the retailer take action. Use this handy template letter to help you complain.
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 Contracts Regulations
The Consumer Contracts Regulations give you rights and protection when buying products and services online.
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.