UPS Item Missing From Parcel: How to Get a Refund (UK)
If the parcel arrived but an item you ordered was not inside it with a UPS delivery, you have rights as a UK consumer. Section 29 of the Consumer Rights Act 2015 keeps the goods at the retailer's risk until they are in your physical possession. Items that never arrived were never delivered, whatever the parcel scan says. 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
Photograph the parcel, the packaging and the shipping label before you unpack anything else. If the outer packaging is torn, opened or resealed, capture that from several angles.
- 2
Check the label for a despatch weight. A weight that matches an empty or part-filled box is the strongest single piece of evidence you can hand the retailer.
- 3
Keep the packaging until the claim is closed. The retailer or UPS may ask to inspect it, and discarding it is a common reason claims get rejected.
- 4
Contact the retailer in writing, not UPS. Quote Section 29 of the Consumer Rights Act 2015: the missing items never came into your possession, so they were never delivered to you.
- 5
Ask the retailer for two specific records: what their warehouse logged as packed, and the despatch weight recorded when UPS collected the parcel. Ask them to send the missing items or refund them in full.
- 6
If they refuse, escalate via Section 75 (credit card, orders over £100) or chargeback (debit card, usually within 120 days). UPS's own claim window is 60 calendar days from delivery (or scheduled delivery for non-arrivals; verify on the UPS website), and the retailer is the one who files it.
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 marked the parcel delivered — does that settle it?
No. A delivery scan records that a parcel arrived, not that the goods inside it did. Under Section 29 of the Consumer Rights Act 2015 the retailer is responsible until the items themselves are in your possession.
Is a short-delivered parcel treated as a damaged item?
No, and the difference matters. Damaged goods are argued under satisfactory quality; missing items are argued under delivery, because they never reached you. Ask for the items or a refund rather than a repair or inspection.
What if the packaging was sealed and undamaged?
Then the likely cause is a picking or packing error rather than UPS. Ask the retailer for their packing record and the despatch weight — both sit with them, not the courier.