UPS Delivered But Not Received: How to Get a Refund (UK)
If the tracking shows your parcel was delivered, but you never got it with a UPS delivery, you have rights as a UK consumer. Section 29 of the Consumer Rights Act 2015 says the retailer is responsible for the goods until they reach the consumer. A 'delivered' scan in the tracking is not enough by itself. Your contract is with the retailer that booked UPS. UPS will only pay the sender. Use this page to check what to do next, the UPS claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on UPS's website before relying on them.
How to claim a refund
- 1
Open the UPS tracking page and screenshot the "delivered" status, time, and any GPS or photo proof for your records.
- 2
Check the safe place, neighbours and household members. Most "missing" parcels turn up within 24 hours.
- 3
Contact the retailer in writing and quote Section 29 of the Consumer Rights Act 2015. The retailer must investigate, not pass you to UPS.
- 4
Ask the retailer to file a claim with UPS via UPS's online claim form. The claim window is 60 calendar days from delivery (or scheduled delivery for non-arrivals; verify on the UPS website).
- 5
If 14 days pass with no fix, request a full refund or replacement. Mention that the retailer is liable until you take physical possession.
- 6
If refused, escalate via Section 75 (credit card, items over £100) or chargeback (debit card, within 120 days). For postal escalation, use the retailer first; then Section 75 or chargeback.
UPS compensation and escalation
- Claim window
- 60 calendar days from delivery (or scheduled delivery for non-arrivals; verify on the UPS website)
- How to claim
- UPS's online claim form
- Escalation
- the retailer first; then Section 75 or chargeback
Frequently asked questions
Should I claim from UPS or the retailer?
Claim from the retailer. Your contract is with the retailer that booked UPS. UPS will only pay the sender. Asking UPS directly will usually fail because your contract is with the retailer.
What is UPS's claim window for this issue?
60 calendar days from delivery (or scheduled delivery for non-arrivals; verify on the UPS website). Always check the current terms on UPS's own website before relying on a deadline.
What if the retailer refuses to refund?
If your order was over £100 and paid by credit card, file a Section 75 claim with your card issuer. For debit card or smaller amounts, request a chargeback within 120 days. You can also escalate via the retailer first; then Section 75 or chargeback.
UPS tracking says delivered — isn't that proof?
No. A tracking scan or photo is not proof you took physical possession. Section 29 of the Consumer Rights Act 2015 puts the burden on the retailer until the goods reach you.
How long should I wait before raising a claim?
Most retailers ask you to wait 24–48 hours after a "delivered" scan in case the parcel turns up. After that, contact the retailer in writing and quote the Consumer Rights Act.