FedEx Delivered But Not Received: How to Get a Refund (UK)
If the tracking shows your parcel was delivered, but you never got it with a FedEx delivery, you have rights as a UK consumer. Section 29 of the Consumer Rights Act 2015 says the retailer is responsible for the goods until they reach the consumer. A 'delivered' scan in the tracking is not enough by itself. FedEx pays the account holder (the retailer). Buyers should claim from the retailer. Use this page to check what to do next, the FedEx claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on FedEx's website before relying on them.
How to claim a refund
- 1
Open the FedEx tracking page and screenshot the "delivered" status, time, and any GPS or photo proof for your records.
- 2
Check the safe place, neighbours and household members. Most "missing" parcels turn up within 24 hours.
- 3
Contact the retailer in writing and quote Section 29 of the Consumer Rights Act 2015. The retailer must investigate, not pass you to FedEx.
- 4
Ask the retailer to file a claim with FedEx via FedEx's online claim form and customer service. The claim window is 21 days for damage and 9 months for loss from handover (verify on the FedEx website).
- 5
If 14 days pass with no fix, request a full refund or replacement. Mention that the retailer is liable until you take physical possession.
- 6
If refused, escalate via Section 75 (credit card, items over £100) or chargeback (debit card, within 120 days). For postal escalation, use the retailer first; then Section 75 or chargeback.
FedEx compensation and escalation
- Claim window
- 21 days for damage and 9 months for loss from handover (verify on the FedEx website)
- How to claim
- FedEx's online claim form and customer service
- Escalation
- the retailer first; then Section 75 or chargeback
Frequently asked questions
Should I claim from FedEx or the retailer?
Claim from the retailer. FedEx pays the account holder (the retailer). Buyers should claim from the retailer. Asking FedEx directly will usually fail because your contract is with the retailer.
What is FedEx's claim window for this issue?
21 days for damage and 9 months for loss from handover (verify on the FedEx website). Always check the current terms on FedEx'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 the retailer first; then Section 75 or chargeback.
FedEx tracking says delivered — isn't that proof?
No. A tracking scan or photo is not proof you took physical possession. Section 29 of the Consumer Rights Act 2015 puts the burden on the retailer until the goods reach you.
How long should I wait before raising a claim?
Most retailers ask you to wait 24–48 hours after a "delivered" scan in case the parcel turns up. After that, contact the retailer in writing and quote the Consumer Rights Act.