Temu Parcel Not Delivered or Refund Refused? UK Guide

Temu's UK-facing site is subject to UK consumer law. Their Purchase Protection programme often refunds quickly without requiring a CRA 2015 quote.

Retailer policies and courier partnerships change. Always verify the current returns window and contact route on Temu's own website. This is general information, not legal advice.

Who delivers your Temu order?

Temu typically uses: Evri, Yodel, international air freight + UK final mile. The exact courier varies by region, order size, and delivery option.

Whichever courier handled your parcel, your contract is with Temu, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Temu to deliver into your physical possession.

Temu contact and returns

How to contact: Temu's in-app 'Customer service' chat. Save chat transcripts as written record.
Returns policy summary: Temu's purchase protection covers many issues including non-delivery; check current terms in your account.

How to claim a refund from Temu

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 Temu via Temu's in-app 'Customer service' chat. 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 Temu refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.

Temu delivery FAQs

Is Temu legally responsible for a missing parcel?

Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Temu) is responsible for the goods until you take physical possession. Temu cannot redirect you to the courier because your contract is with Temu, not the courier.

How long does Temu 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.

Temu's Purchase Protection vs Consumer Rights Act 2015 — which is better?

Purchase Protection is often faster and broader. Use it first. CRA 2015 sits underneath as a legal backstop. Section 75 and chargeback also apply if Purchase Protection fails.

What if Temu's tracking shows delivery from an unknown carrier?

Temu uses a mix of carriers. The contract is still with Temu, not the carrier. Apply CRA 2015 to Temu directly.

Can I dispute a Temu charge with my bank?

Yes. UK chargeback rules cover Temu purchases. File within 120 days of transaction or expected delivery.