Know Your Delivery Rights
Read below to learn more about how to deal with a delayed, lost or damaged parcel.
Remember, parcels can go missing for a variety of reasons, including: damaged or illegible shipping labels, incorrect addressing, parcels being left in insecure locations, and sometimes, simply getting lost within the delivery network.
Under the Consumer Rights Act 2015, the retailer is responsible for the condition of the goods until they are delivered to you. If the parcel is lost, they must either send a replacement or offer a refund.
- Goods must be delivered within a reasonable time frame, usually 30 days unless otherwise stated. However, the retailer’s responsibility ends once the goods are delivered to you.
If something goes wrong with your parcel and it was left with a neighbour or in a safe place you nominated, your rights will diminish, so think very carefully about those options when you’re making a purchase.
- If you have an ongoing parcel issue that you’d like to be investigated further, please email the team at Rip Off Britain: ripoffbritain@bbc.co.uk
Citizens Advice has some brilliant resources depending on what your delivery issue is:
- to see the data collected by Citizens Advice in its annual review
- If something you ordered hasn’t arrived,
- If your post has been damaged, delayed or lost by Royal Mail,
- If you’re not happy with Royal Mail’s decision about compensation, to learn what your options are
- If you’re unhappy about poor customer service,
- For information on chargeback claims through a credit card payment,
- To find the Citizens Advice template letter, including the key phrases needed to complain about non-delivery of goods,
To make a complaint via the Centre for Effective Dispute Resolution, to find the website
