Next Parcel Not Delivered or Refund Refused? UK Guide
Next uses several couriers and its own in-house delivery service. The Consumer Rights Act 2015 makes Next responsible regardless of which courier they used.
Who delivers your Next order?
Next typically uses: Evri, DPD, Yodel, in-house couriers. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Next, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Next to deliver into your physical possession.
Next contact and returns
- How to contact
- Next customer service via your Next account or phone (number on the contact page). Avoid generic email; phone is usually clearer.
- Returns policy summary
- Next allows free returns to store within a set window; courier returns may incur a fee. Check the latest policy on next.co.uk.
How to claim a refund from Next
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Next via Next customer service via your Next account or phone (number on the contact page). Quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Next refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Next delivery FAQs
Is Next legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Next) is responsible for the goods until you take physical possession. Next cannot redirect you to the courier because your contract is with Next, not the courier.
How long does Next have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
Does Next's in-house courier change anything?
No. The Consumer Rights Act 2015 applies whether Next uses an external courier or its own driver. Next remains liable for delivery into your physical possession.
Can I claim from Next for a damaged item delivered by a third-party courier?
Yes. Within 30 days you have the short-term right to reject under Section 20 CRA 2015. Photograph the damage and contact Next promptly.
What if Next says the parcel was 'delivered' to a neighbour I didn't authorise?
Unauthorised neighbour delivery doesn't transfer the risk to you. Reference Section 29 CRA 2015 and request a full refund or replacement.