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
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.
Who pays to return late unwanted goods?
If you're looking to return or cancel an order because it’s late or hasn’t shown up, we give you the lowdown on what you're entitled to and who pays.
Can I cancel an online order?
Often consumers and retailers are confused about when and if you’re legally allowed to cancel an online order. Here's the lowdown...
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 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.
How to complain if your parcel is late or doesn’t turn up
If your parcel is late or doesn't turn up, your rights vary depending on the type of delivery you paid for.
How to complain if your parcel was left somewhere or stolen
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.
How to complain if your parcel was left with a neighbour who denies having it
If you parcel was delivered to a neighbour who denies having it, what can you do? Read our Which? guide to understand your rights.
My parcel was opened and tampered with, what are my rights?
If you find a tampered parcel in an unexpected place or it’s handed over to you in a tampered state, you can complain to the retailer and ask for a refund or replacement.
How do I cancel an online order?
You have the right to cancel an online order under the Consumer Contracts Regulations and get a refund, 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 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.