Tesco Parcel Not Delivered or Refund Refused? UK Guide
Tesco delivers groceries with its own vans and ships non-food orders through third-party couriers. Either way, the Consumer Rights Act 2015 keeps Tesco responsible until the goods are in your hands, so a short-delivered or missing order is Tesco's to fix rather than a courier claim you have to chase.
Who delivers your Tesco order?
Tesco typically uses: Tesco in-house grocery vans, Royal Mail, Evri, DPD. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Tesco, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Tesco to deliver into your physical possession.
Tesco contact and returns
- How to contact
- Tesco's online orders line on 0800 323 4040 (general customer service is 0800 505 555). WhatsApp and the contact form also work; follow any call with a written summary.
- Returns policy summary
- Grocery substitutions and damaged items can be refunded at the door or reported afterwards. Non-food orders from Tesco.com run on a separate returns window — check the confirmation email for yours.
How to claim a refund from Tesco
- 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 Tesco via Tesco's online orders line on 0800 323 4040 (general customer service is 0800 505 555). WhatsApp and the contact form also work; follow any call with a written summary. 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 Tesco refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Tesco delivery FAQs
Is Tesco legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Tesco) is responsible for the goods until you take physical possession. Tesco cannot redirect you to the courier because your contract is with Tesco, not the courier.
How long does Tesco 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.
Items were missing from my Tesco delivery — is that a refund?
Yes. Anything shown on the invoice but not handed over never came into your possession, so Section 29 of the Consumer Rights Act 2015 applies. Report it against the order and ask for a refund of the missing lines, not a substitution you did not agree to.
The driver left my Tesco order outside and it went missing. Who pays?
Tesco, unless you specifically authorised that location. An unauthorised doorstep drop does not transfer the risk to you, so ask Tesco for a refund or redelivery and say in writing that you did not agree to the location.
Tesco says the substitution counts as delivering my item. Is that right?
No. You are entitled to refuse substitutions and to be refunded for what you actually ordered. Say clearly that you are rejecting the substitute and asking for a refund of the original line.