Office Parcel Not Delivered or Refund Refused? UK Guide
Office ships through several couriers depending on the order and delivery option, so check your dispatch email for the carrier on yours. Whichever one delivered, the Consumer Rights Act 2015 makes Office responsible until the goods are in your hands, so a missing, short-delivered or damaged order is Office's to resolve rather than a courier claim you have to chase.
Who delivers your Office order?
Office typically uses: DPD, Evri, Royal Mail, Click and Collect (in-store). The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Office, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Office to deliver into your physical possession.
Office contact and returns
- How to contact
- Office customer service through the contact form or help pages on office.co.uk. Follow up any chat or phone call with an email so the complaint is in writing.
- Returns policy summary
- Office runs both in-store and courier returns, and the window and any return fee can change. Check the current policy on office.co.uk before you post anything back.
How to claim a refund from Office
- 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 Office via Office customer service through the contact form or help pages on office.co.uk. Follow up any chat or phone call with an email so the complaint is in writing. Then 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 Office refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Office delivery FAQs
Is Office legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Office) is responsible for the goods until you take physical possession. Office cannot redirect you to the courier because your contract is with Office, not the courier.
How long does Office 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.
My Office box arrived but the shoes were missing — what do I claim?
Claim under Section 29 of the Consumer Rights Act 2015, not satisfactory quality. The goods never came into your possession, so ask Office to send them or refund them. Photograph the box, packaging and shipping label before unpacking further, and ask Office for the packing record and the parcel's despatch weight.
The box looked opened or resealed — does that change anything?
It changes which record to ask for, not who is liable. Torn or resealed packaging points at handling in transit, so ask Office for the carrier's handling record alongside the despatch weight. Office remains your point of contact either way.
Office says the tracking shows delivered. Is that the end of it?
No. A delivery scan records that a parcel arrived, not that the goods inside it did. Repeat that in writing, ask for the packing record and despatch weight, and set a short deadline before escalating to Section 75 or chargeback.