Primark Parcel Not Delivered or Refund Refused? UK Guide
Primark's online service uses click-and-collect at stores plus home delivery via Evri. CRA 2015 applies regardless of fulfilment route.
Who delivers your Primark order?
Primark typically uses: Evri, 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 Primark, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Primark to deliver into your physical possession.
Primark contact and returns
- How to contact
- Primark online customer service for click-and-collect or delivery issues. Most queries handled by email.
- Returns policy summary
- Primark online returns are free within 28 days; in-store returns require a receipt.
How to claim a refund from Primark
- 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 Primark via Primark online customer service for click-and-collect or delivery issues. 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 Primark refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Primark delivery FAQs
Is Primark legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Primark) is responsible for the goods until you take physical possession. Primark cannot redirect you to the courier because your contract is with Primark, not the courier.
How long does Primark 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.
Primark click-and-collect — do I have refund rights if the parcel is lost in transit?
Yes. Until you collect from the store, the goods are in Primark's possession via Evri. CRA 2015 applies.
What if the Primark store says my collection parcel never arrived?
The store/Primark is liable. Don't accept being passed to Evri — your contract is with Primark.
Are Primark online refunds slower than in-store?
Online refunds typically take longer due to courier returns. Statutory limit is 14 days from when Primark receives the return.