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Delivery 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.

Often consumers and retailers are confused about when and if you’re legally allowed to cancel an online order. Here's the lowdown...

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.

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 parcel is late or doesn't turn up, your rights vary depending on the type of delivery you paid for.

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.

If you parcel was delivered to a neighbour who denies having it, what can you do? Read our Which? guide to understand your rights.

You have the right to cancel an online order under the Consumer Contracts Regulations and get a refund, here is how to do it.

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.