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Delivery rights

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? We guide you through how to complain and claim compensation for a late or lost parcel.

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.

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.

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.

If you receive a parcel that contains damaged goods, the seller is responsible for replacing them and for covering the cost of return postage.

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.

The Consumer Contracts Regulations give you rights and protection when buying products and services online.

The Consumer Rights Act gives you rights when you buy goods and services or digital products. Understand your rights with our informative guide.