Has your parcel gone missing?
If your parcel wasn’t delivered to the location you agreed, it’s the seller’s legal responsibility to sort out the issue. Check the delivery address you gave the seller. Then contact them and ask where your order is. If the seller claims they’ve delivered it or doesn’t know where it is, you can ask for a redelivery. You might be able to get a refund in some circumstances.
Left with a neighbour
If your item left with a neighbour or somewhere else has gone missing, it depends on whether your item was delivered by Royal Mail or a courier. If Royal Mail left something with a neighbour or in a certain place because you told them to, it’s not the seller or Royal Mail’s responsibility if it gets lost.
If Royal Mail left the parcel with a neighbour or in a certain place and you didn’t tell them to, it’s the seller’s responsibility if it gets lost. You should contact the seller to ask for a redelivery or a refund – you can phone, email or write a letter. You can choose not to have future deliveries left with a neighbour by completing a form on the Royal Mail website.
If your item was delivered by a courier, check your terms and conditions or account details – they might include other places for delivery, like your porch or a neighbour’s house. If you agreed to them, it’s not the seller’s responsibility if your order has gone missing.
If your item wasn’t delivered to the location you agreed, it’s the seller’s legal responsibility to sort out the issue. You can ask them to redeliver your item.
You can ask for a full refund if a delivery date was essential and wasn’t met, a delivery date was agreed but wasn’t essential, and a second date also wasn’t met or no delivery date was agreed and a second chance to deliver was not successful. A delivery date is essential if you told the seller you needed your delivery by a specific date. For either a refund or a redelivery, you can phone, email or write a letter. There are template letters on our link below.
To find out more information about the steps you can take, check out our online support on www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/
Citizens Advice Basingstoke is here to help whatever your enquiry involves, please contact us on 0808 278 7829.