Parcel late, lost or damaged? It’s the shop’s problem, not yours.

Whose problem is it? The retailer’s

This is the bit shops don’t want you to know: your contract is with the retailer, not the courier. So:

• The retailer is responsible for the goods until they’re in your hands, with someone you appointed, or at a safe place you agreed.
• If a courier loses it or never turns up, you complain to the retailer — and they chase the courier, not you.
• “It’s the courier’s fault” is not your problem to solve. The shop has to sort it.

Late or never arrived

Unless you agreed a longer time, the default delivery period is 30 days. If the retailer misses that or an agreed date:

• You can ask them to redeliver by a new, reasonable deadline; and
• You can claim a full refund if delivery was essential and they missed an agreed date, if the date was clearly “of the essence”, or if a second delivery attempt also fails.
• For a lost parcel, you don’t have to keep waiting forever — report it and ask for a refund or replacement.

Damaged, faulty — or you changed your mind

How to get your money back

1. Contact the retailer in writing (email or their complaints form) — describe the problem, attach photos, and keep a record.
2. Quote your rights — the 30-day rule, redelivery by a new deadline, or a full refund for a lost/failed delivery; or the right to reject faulty goods.
3. If they refuse, escalate: a chargeback (debit or credit card) or a Section 75 claim (credit card, over £100), then the small claims court.

Delivery rights — common questions