Amazon Missing Delivery UK: How to Get a Refund in 2026

Amazon Missing Delivery, Best First Step

Amazon usually gives you the clearest route to a refund through Your Orders. Open the missing order, choose the relevant help option, and report that the item was not received. In many cases Amazon will either refund quickly or open a short investigation if the order was marked as delivered. For complaints specific to Amazon's own delivery network, see our Amazon Logistics delivery problems page.

Amazon says delivered but you didn't receive it

If Amazon's tracking shows "Delivered" but nothing arrived, do not assume the claim will be rejected. First, check the delivery photo: Amazon Logistics attaches a photo to most deliveries, visible in Your Orders under the tracking details. If the photo shows a different door, a communal hallway, or an unclear location, screenshot it immediately — tracking photos can expire. Second, check with immediate neighbours and any agreed safe place. Third, if you live in a flat or building with a reception or mailroom, check there. Fourth, if none of those apply, the parcel is likely misdelivered or missing. Contact Amazon and report it as not received. Amazon treats a delivery photo as evidence, not proof — a photo of the wrong door or an unidentifiable location is not conclusive. See also our guide on what to do when a parcel is marked delivered but not received.

How to report a missing Amazon delivery

1. Go to Your Orders on amazon.co.uk or in the Amazon app and find the affected order.
2. Click 'Problem with order' and select 'Package didn't arrive' or 'Where's my stuff?'
3. Amazon will show the current tracking status. If it shows delivered, you can still proceed — select that you have not received the item.
4. For Amazon-fulfilled orders, Amazon usually offers an immediate refund or replacement at this step.
5. For third-party seller orders, Amazon will notify the seller, who has 48 hours to respond. If they don't, or refuse, you can escalate to an A-to-Z Guarantee claim.
6. Keep a screenshot of every step in case you need to escalate further.

The A-to-Z Guarantee Explained

Amazon's A-to-Z Guarantee is especially useful when the seller is a third party and the item never arrived. You can usually file a not-received claim within 90 days. Amazon checks with the seller and the delivery partner, and if the claim is upheld, you get a refund. It is one of the main reasons Amazon disputes are often easier to resolve than ordinary retailer disputes, including cases where a parcel is marked as delivered but not received.

When the Consumer Rights Act Applies

The Consumer Rights Act 2015 still applies to Amazon orders. Section 29 makes the retailer responsible for delivery until the goods reach you. If the order was sold directly by Amazon, Amazon is the retailer. If it was sold by a marketplace seller, that seller is the retailer, although Amazon may still step in through the A-to-Z Guarantee. If you want the wider legal background, see Consumer Rights Act 2015 delivery rights.

Amazon Direct vs Third-Party Sellers

Amazon Direct orders are usually simpler because Amazon handles both the order and the refund decision. Marketplace orders are slightly different because the seller is responsible first, but Amazon still offers buyer protection through the A-to-Z Guarantee. In practice, that means the route is different, but the goal is the same: refund or replacement for a missing order.

Escalation Options: Section 75, Chargeback, PayPal

If Amazon or the seller refuses to resolve the issue, you can still escalate through your payment method. Section 75 may apply to credit card purchases over £100, chargeback may help on debit cards, and PayPal Buyer Protection may also be available. These routes matter most when Amazon's normal process stalls or the seller disputes the claim. If you want a cleaner action path, start with the missing parcel refund process.