Amazon Logistics Late Delivery: How to Get a Refund (UK)
If your parcel is well past its expected delivery date with a Amazon Logistics delivery, you have rights as a UK consumer. Under the Consumer Rights Act 2015 and Consumer Contracts Regulations, retailers must deliver within the agreed period or within 30 days. If a delivery date was essential and missed, you can cancel and request a full refund. Amazon is both retailer and courier on its own deliveries. For third-party sellers, the A-to-Z Guarantee covers you. Use this page to check what to do next, the Amazon Logistics claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Amazon Logistics's website before relying on them.
How to claim a refund
- 1
Confirm the agreed delivery window from your order confirmation. Note the date the courier handover happened in Amazon Logistics tracking.
- 2
Check Amazon Logistics's tracking for any depot or hub holds. Many "late" parcels are stuck at a sortation hub.
- 3
Contact the retailer in writing. Reference Consumer Contracts Regulations: delivery must happen within the agreed period or within 30 days.
- 4
If the date was essential (named day, gift, event), state this clearly and ask to cancel for a full refund.
- 5
If the delivery is just slow, ask the retailer to chase Amazon Logistics via Amazon's customer service chat and the A-to-Z Guarantee form. The window is 30 days after the maximum estimated delivery date (90 days for third-party A-to-Z claims; verify on Amazon).
- 6
If the retailer refuses to refund or replace after the 30-day backstop, escalate via Section 75 (credit card over £100) or chargeback if Amazon refuses; trading standards as a last resort or use Section 75 / chargeback.
Amazon Logistics compensation and escalation
- Claim window
- 30 days after the maximum estimated delivery date (90 days for third-party A-to-Z claims; verify on Amazon)
- How to claim
- Amazon's customer service chat and the A-to-Z Guarantee form
- Escalation
- Section 75 (credit card over £100) or chargeback if Amazon refuses; trading standards as a last resort
Frequently asked questions
Should I claim from Amazon Logistics or the retailer?
Claim from the retailer. Amazon is both retailer and courier on its own deliveries. For third-party sellers, the A-to-Z Guarantee covers you. Asking Amazon Logistics directly will usually fail because your contract is with the retailer.
What is Amazon Logistics's claim window for this issue?
30 days after the maximum estimated delivery date (90 days for third-party A-to-Z claims; verify on Amazon). Always check the current terms on Amazon Logistics's own website before relying on a deadline.
What if the retailer refuses to refund?
If your order was over £100 and paid by credit card, file a Section 75 claim with your card issuer. For debit card or smaller amounts, request a chargeback within 120 days. You can also escalate via Section 75 (credit card over £100) or chargeback if Amazon refuses; trading standards as a last resort.
When is a delivery legally late?
If a specific delivery window was agreed, it is late after that window. If no window was agreed, the statutory backstop is 30 days from the order date under the Consumer Contracts Regulations.
Can I cancel and get a full refund for a late Amazon Logistics delivery?
Yes if the delivery date was essential and you made that clear, or if the retailer misses the agreed window or 30-day backstop and refuses a reasonable second deadline.