Package delivery - Delivery late
Who is your issue with?
Explains your rights to you
You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.
Helps you prepare your emails
We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.
Creates a case file for you
Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.
Lets you record all your communications
One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.
Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
If you have experienced a problem with a delivery firm then you should raise the issue with the retailer, as the delivery firm’s client is the retailer rather than you.
If you have purchased online or from a catalogue then you are covered by consumer regulations that will protect and aid you in resolving.
You should know
- If you have an issue with a parcel company you should take the issue up with the retailer as you have the contract with them and not the delivery company
- If the item hasn’t been delivered you can cancel an order and the firm should repay you in under 30 days.
- If you have received the goods late or damaged and you bought them online or by mail order then you have 14 days in which to return the product.
- If you have had an issue, you should raise it with the retailer as this is your key route for resolution, but you can also use resolver to contact the delivery firm if you wish.
- Under the sale of goods act it should arrive within a reasonable time. If you paid for an express delivery you can ask for your money back.
If you have ordered products from a retailer and the delivery firm is struggling to deliver them, it is the retailers responsibility to resolve the issue. If you have had an issue with the delivery then your first contact should be the retailer and not the delivery firm as this is who you placed the order with.
If you ordered online or via mail order
Then you have 14 days in which to return the goods after you have received them for anything you ordered from a retailer within the European Union. If the retailer is outside of Europe then it will depend on the terms and conditions of the order you placed.
You have the right to cancel an order at any time before you have received it. If however, the order has been dispatched you will need to return the order in order to receive a refund.
Unless stated within the terms and conditions that you need to pay for the cost of the return, return costs should be free.
If you cancel an order once the retailer has received it, they are required to refund you within 30 days.
If you asked for express postage and it does not arrive within the express timescale then it is reasonable to ask for a refund.
Waited for delivery and it did not arrive
In theory you can claim for lost time, but unless you are willing to go to Court it is unlikely that you will get a refund for your lost time. For this we recommend contacting both the retailer and the delivery company to resolve the issue.
If you goods are damaged then if bought online or mail order you have the right to return these within 14 days and ask for a replacement or a refund. It is important to explain the cause of the issue.
If you bought from eBay
If the product is not delivered or is not as described then the eBay guarantee is that you will get a refund for the cost of the product and the postage costs. If the product is damaged then eBay recommends that the buyer is refunded.
If you bought by credit card
Then under Section 75 of the Consumer Credit Act then the credit card company is also responsible for the goods that you bought and any issues. If you cannot resolve the issue you can contact your credit card company and ask to make a claim under Section 75.
If you bought from abroad
If you bought from within the European Union you have the same rights as if you bought in the UK. You can cancel the order at any point. Once it’s delivered you have 14 days in which to return the order. If you have any trouble with the retailer then you can contact the European Trading Standards Institute who are there to deal with international disputes.
Find the best rights for you
We have 3,703 pages of rights advice for you covering 6,242 companies and organisations across 16 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.
Start by telling us the name of the company or organisation you have an issue with.