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.
“Left in a safe place” — who’s liable?
If you agreed a safe place or named neighbour, the retailer’s job is done once it’s delivered there. But if the courier dumped it somewhere you didn’t agree to — a doorstep, a bin, a random neighbour — and it vanishes, the retailer is still responsible and must refund or replace 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
| Situation | Your right |
|---|
| Arrived damaged or faulty | The seller must put it right — replace it and cover postage. Under the Consumer Rights Act you also have a 30-day right to reject faulty goods for a full refund. |
| Changed your mind | Most online orders come with a 14-day cooling-off right to cancel (from the day after delivery), then 14 days to return — even if nothing’s wrong. Some items are excluded (perishables, personalised, opened hygiene/media). |
Photograph it the moment you open it
For damaged or wrong items, take dated photos straight away and keep the packaging. Don’t let the retailer push you to claim from the courier — your rights are against the shop.
How to get your money back
- Contact the retailer in writing (email or their complaints form) — describe the problem, attach photos, and keep a record.
- 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.
- If they refuse, escalate: a chargeback (debit or credit card) or a Section 75 claim (credit card, over £100), then the small claims court.