Package delivery - Unhelpful delivery driver

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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.

Express postage

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.

Goods damaged

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.

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Resolver covers the issue Unhelpful Delivery Driver for 11 companies and organisations: