My delivery or online order hasn't arrived, what can I do?
Step by step guide to what you can do if your delivery doesn't turn up.
Delivery rights
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 missing, you have rights and our guides can help you sort it out.
Template Letters
Free download
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 postage costs. This letter can help you.
Free download
Letter to request missing parcel replacement
If you order goods and they don't turn up, the retailer is responsible for re-sending them to you at no extra cost. Use our letter to request the retailer takes action.
Free download
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.
Free download
Letter to ask for a refund for goods not received
Where the supplier was told it was essential your goods should be received by a specific date, within a specific timeframe or it should have been obvious to them, you can use our free template letter to claim a refund.
Regulations
Consumer Rights Act 2015
The Consumer Rights Act protects you in almost all purchases you make. Here we explain what it means when buying goods or services
Consumer Contracts Regulations
The Consumer Contracts Regulations - which came into force on 13 June 2014 and implement the Consumer Rights Directive - give you rights when shopping online, so you’re covered if things go wrong.