UPS Late Delivery: How to Get a Refund (UK)
If your parcel is well past its expected delivery date with a UPS delivery, you have rights as a UK consumer. Under the Consumer Rights Act 2015 and Consumer Contracts Regulations, retailers must deliver within the agreed period or within 30 days. If a delivery date was essential and missed, you can cancel and request a full refund. 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
Confirm the agreed delivery window from your order confirmation. Note the date the courier handover happened in UPS tracking.
- 2
Check UPS's tracking for any depot or hub holds. Many "late" parcels are stuck at a sortation hub.
- 3
Contact the retailer in writing. Reference Consumer Contracts Regulations: delivery must happen within the agreed period or within 30 days.
- 4
If the date was essential (named day, gift, event), state this clearly and ask to cancel for a full refund.
- 5
If the delivery is just slow, ask the retailer to chase UPS via UPS's online claim form. The window is 60 calendar days from delivery (or scheduled delivery for non-arrivals; verify on the UPS website).
- 6
If the retailer refuses to refund or replace after the 30-day backstop, escalate via the retailer first; then Section 75 or chargeback or use Section 75 / 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.
When is a delivery legally late?
If a specific delivery window was agreed, it is late after that window. If no window was agreed, the statutory backstop is 30 days from the order date under the Consumer Contracts Regulations.
Can I cancel and get a full refund for a late UPS delivery?
Yes if the delivery date was essential and you made that clear, or if the retailer misses the agreed window or 30-day backstop and refuses a reasonable second deadline.