Guides › Delivery Problems › Parcel Marked Delivered But Not Received: What To Do
Parcel Marked Delivered but Not Received: What to Do
If you bought from a shop or website, the goods stay at the seller’s risk until they are in your hands, so a parcel marked delivered that never arrived is usually the seller’s problem. Complain to the seller, not the courier, and ask for a replacement or refund.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Who Is Responsible
Risk Stays with the Trader
Risk stays with the trader until the goods come into the physical possession of you or a person you nominate to receive them, so a lost or damaged parcel is usually the seller's problem (Consumer Rights Act 2015 s.29). source
If You Chose the Carrier
Exception: if you arranged the carrier yourself and the trader did not offer that carrier as an option, risk passes to you when the goods are handed to that carrier (s.29), though you may still have a claim against the carrier. source
Who to Contact First
For online and phone orders, Citizens Advice advises contacting the seller before the delivery company, as you will usually get a better result by asking the retailer for a refund or redelivery. source
If You Sent It Yourself
If you sent the item yourself, claim from the delivery company (Royal Mail, Evri, DPD and so on) following its claims procedure. source
Late Delivery and Paying by Card
30 Days to Deliver
Unless agreed otherwise the trader must deliver without undue delay and within 30 days of the contract (s.28); if not, you can set a reasonable new deadline, then end the contract and get a refund, or end it straight away where delivery time was essential or the trader refuses to deliver. source
Section 75 and Chargeback
Section 75 and chargeback can help if the retailer will not refund: credit card (over 100 pounds and up to 30,000 pounds, bought directly from the trader) or debit/charge card chargeback; PayPal disputes must be opened within 180 days of payment. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysDefault delivery time for goods bought from a traderWithout undue delay and within 30 days of the contract unless agreed otherwise
- 180 daysPayPal dispute for non-deliveryWithin 180 days of payment
- 6 yearsLegal claim for goodsGenerally 6 years in England and Wales
Steps to Take
Step 1 of 5
Check around your property, with neighbours and any safe place, and look at the courier’s delivery photo or signature.
Step 2 of 5
Tell the seller in writing that the item has not arrived and ask for a replacement or refund. Use the ready-to-use letter further down this page.
Step 3 of 5
Do not accept being told to claim from the courier yourself if the seller arranged the delivery.
Step 4 of 5
If the seller will not help and you paid by card or PayPal, ask your card provider about Section 75 or chargeback, or open a PayPal dispute.
Step 5 of 5
If it is still not sorted, see the company guide for the seller, or ask the Citizens Advice Consumer Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Card Provider: Section 75 or Chargeback
The retailer has not refunded; then Financial Ombudsman Service if the card provider refuses.
Retailer's ADR Scheme / Citizens Advice Consumer Service
The retailer will not deal with the problem; Citizens Advice can help identify the right scheme.
County Court Small Claims
Last resort after complaints and ADR have failed.
Good to Know
Small things that make your complaint stronger.
These rights apply when you buy from a business. If you bought from a private seller, they do not apply in the same way.
Keep screenshots of the tracking page and the delivery photo, if there is one.
If you sent the parcel yourself, the claim is with the delivery company instead.
Ready-to-Use Letter
Copy this, fill in the square brackets and send it in writing. Keep a copy and proof of sending.
Subject: Order [number] marked delivered but not received Dear [seller], I ordered [item] on [date] (order number [number]). Your tracking shows it as delivered on [date], but I have not received it. I have checked [what you checked]. Under the Consumer Rights Act 2015 the goods remain at your risk until they are in my possession. Please send a replacement or refund me in full within 14 days. Please do not ask me to claim from the courier, because my contract is with you. Yours sincerely, [Your name]
Want Help?
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Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- legislation.gov.uk/ukpga/2015/15/section/29 Checked 12 October 2026
- citizensadvice.org.uk/consumer/post-and-parcels/damaged-lost-delayed-post-or-parcel Checked 12 October 2026
- legislation.gov.uk/ukpga/2015/15/section/28 Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 12 October 2026