Updated 14 May 2026
Lost parcel refund UK
Quick answer
If an online order is lost in transit, your first route is usually the retailer, not the courier. Ask for a refund or replacement in writing, attach tracking evidence, and escalate through your payment method if the retailer refuses or keeps delaying.
Who to contact first
For most online purchases, your contract is with the retailer. The courier may hold useful evidence, but the retailer chose the delivery service and normally has to resolve the order with you.
If you arranged the courier yourself, for example when sending a parcel to someone else, the route can be different because your contract may be with the carrier. This guide is focused on shoppers waiting for an order.
Evidence to collect
- 1Save the full order confirmation and retailer invoice.
- 2Screenshot the tracking page with dates, status changes and delivery notes.
- 3Save any delivery photo, signature, GPS note, safe-place message or proof of posting.
- 4Keep retailer chat transcripts, courier emails and complaint reference numbers.
- 5Write down the timeline in date order before you escalate.
What to ask for
Ask for one clear outcome: a refund or a replacement. Avoid vague requests such as asking them to look into it without setting a response deadline.
A short written deadline, such as 7 working days, helps show that you gave the retailer a fair chance to resolve the issue before escalating.
When to escalate
Escalate when the retailer tells you to contact the courier, closes the case without proof, or keeps extending an investigation without a clear outcome.
Credit card purchases over £100 may support Section 75. Debit card and many credit card payments may support chargeback. PayPal and marketplace buyer protection may also apply depending on the platform.
Information only
This page is general UK consumer information, not legal advice. Outcomes depend on your evidence, retailer response, payment method and exact facts.
Frequently asked questions
Can the retailer make me claim from the courier?
For most online purchases, no. Your contract is usually with the retailer, so the retailer should resolve the missing order with you and handle any courier investigation behind the scenes.
How long should I wait before complaining?
Once the delivery is clearly overdue or tracking has stopped moving beyond the expected window, contact the retailer in writing. Do not wait so long that chargeback or platform dispute deadlines become harder to meet.
What if the courier says the parcel is lost?
Use that as evidence in your complaint to the retailer. Ask the retailer for a refund or replacement rather than accepting an open-ended courier investigation.