Updated 14 May 2026
Late delivery compensation letter template UK
Quick answer
Use this letter when a UK retailer misses an agreed delivery window or the 30-day statutory backstop. It demands either delivery within a reasonable second deadline or a full refund.
When to use this template
Send this when the retailer has missed your agreed delivery date or the 30-day statutory backstop and you want either delivery within a reasonable extension or to cancel for a full refund.
If the original delivery date was 'essential' (e.g. a named day, an event, a gift) you can cancel immediately when missed.
Late delivery letter
To: [retailer customer service] Subject: Late delivery — order [order number] — request for refund or new delivery deadline Hello, Order number: [order number] Order date: [DD/MM/YYYY] Agreed delivery date / window: [as on order confirmation] Today's date: [DD/MM/YYYY] The agreed delivery date for the above order has passed and the goods have not been delivered. [If the date was essential:] The delivery date was essential because [reason — e.g. named-day delivery for a birthday]. I made this clear at the time of order. Under the Consumer Contracts Regulations and Consumer Rights Act 2015, I am cancelling the contract and require a full refund of £[amount] within 14 days. [If you want delivery first:] I am giving you until [date 7 days from today] to deliver the order. If it is not delivered by that date, I will treat the contract as cancelled under Section 28 of the Consumer Rights Act 2015 and require a full refund within 14 days. Please confirm. Regards, [Your name]
Tips for personalising
- 1Use 'essential date' wording only if it really was — e.g. wedding flowers, event tickets, named-day premium delivery.
- 2Quote the law (Section 28 CRA 2015 / Consumer Contracts Regulations) so the retailer knows you've done your homework.
- 3If they don't refund within 14 days, escalate via Section 75 or chargeback.
- 4Keep all email and chat transcripts in case you need them later.
Frequently asked questions
Does paying for next-day delivery make the date 'essential'?
Often yes, especially if the retailer marketed it as guaranteed. You can ask for a refund of the upgrade and, if essential, the full order.
What if the retailer offers a discount instead of a refund?
You don't have to accept. If you cancel under the late-delivery rules, you're entitled to a full refund.
Does the 30-day rule apply to all UK orders?
It's the statutory backstop under Consumer Contracts Regulations when no specific date was agreed. Some perishable or custom items may have different terms — check the order confirmation.