Many of us will be tripping over cardboard boxes in the run up to Christmas. With millions of parcels flying around the UK, things go wrong more often than people think.
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Ofcom says more than two thirds of people had problems with a delivery in the last six months, which shows how common it is.
The good news is that your rights are clear under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 , and getting your money back is usually easier than it sounds.
Here is what to do when your parcel doesn’t arrive, turns up late or arrives looking like it has been kicked around a warehouse.
When your parcel is delayed
Shops are responsible for getting your order to you. Not the courier. Not the driver. The retailer.
If your parcel hasn’t turned up on time, message the shop and explain that it has missed the delivery date. They should be the ones who deal with the courier.
If a company gives a clear delivery date and misses it, you can ask for a refund.
A quick tip is to take a screenshot of any promised delivery window. It makes things far easier if you need to show what you were told.
When the seller claims your parcel was delivered
If the retailer says your order was delivered but you don’t have it, ask for a redelivery or a replacement.
In some cases people agree to parcels being left in a safe place or with a neighbour. If you confirmed this and the parcel later goes missing, the retailer may not have to replace it.
But if your parcel was left somewhere you never agreed to, it is still the retailer’s job to fix the situation.
Before you buy anything, it helps to check the delivery terms so you know how they handle safe places and signatures.
When you get a scam delivery message
Fake delivery texts and emails are everywhere at the moment. If you get a message asking you to pay a fee, click a link or schedule a delivery, delete it.
Legitimate couriers will not ask you to pay extra just to release a parcel.
If you are worried a message might be real, go to the retailer’s website directly and log in. Do not use any links in the message.
When your parcel arrives damaged
If your item arrives broken, scratched, dented or in bits, message the retailer straight away with photos.
Shops are responsible for items arriving in good condition. You should be offered a refund or a replacement.
Citizens Advice has helpful template letters if a company starts to make things awkward. These can make your complaint clearer and push things forward faster.
Extra ways to avoid hassle this Christmas
Small steps can save a lot of stress later on.
- Keep your order confirmation emails together in one folder.
- Take photos of damaged boxes as soon as they arrive.
- If you live in a flat, consider arranging delivery to a family member or friend who is home during the day.
- If you are buying expensive tech, choose tracked delivery. It gives you proof if something goes missing.
Skint Dad says:
Retailers try to blame couriers, but the law is on your side. If something goes wrong, it is the shop you bought from that must sort it.
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