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    Parcel Refund

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    Expert guides on UK delivery rights, consumer law, and how to get refunds for parcel problems.

    Frequently asked questions

    Who is legally responsible if my parcel goes missing, the retailer or the courier?

    Under the Consumer Rights Act 2015, your contract is with the retailer, not the courier. The retailer is responsible for ensuring the parcel reaches you, even if the courier is at fault. Your first contact should always be the retailer.

    Can I get a refund if the tracking says my parcel was delivered but I didn't receive it?

    Yes. A 'delivered' tracking status is not proof that you received the parcel. Under UK consumer law, the retailer must refund or replace if you can show the parcel did not reach you, for example, no signature was required, no safe place was authorised, or no neighbour accepted it on your behalf.

    How long do I have to claim a refund for a missing or late parcel?

    For claims against a retailer the limitation period is six years (England and Wales). However, chargeback deadlines are much shorter, typically 120 days from the transaction date with Visa and Mastercard. Section 75 claims also have a six-year limit. Always escalate sooner rather than later.

    What is Section 75 and when does it apply to parcel disputes?

    Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the retailer for purchases between £100 and £30,000. If a retailer refuses to refund a missing parcel and you paid by credit card, you can claim directly from your card issuer.

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