Parcel Lost or Damaged in Delivery? Your Rights and How to Claim (UK)

A parcel goes missing, or arrives smashed, and the retailer points you to the courier. Do not accept it. Under UK law the retailer you bought from is responsible until the goods are safely in your hands. Here is how to hold them to it.

The retailer is liable, not the courier

Under the Consumer Rights Act 2015, your contract is with the retailer, and the goods remain their responsibility until they are delivered to you (or to a person or "safe place" you specifically agreed). So:

• Lost in transit? The retailer must replace it or refund you. "Take it up with the courier" is not a valid answer — you have no contract with the courier; the retailer does.
• Left in a "safe place" you did not authorise and then stolen? Still the retailer's risk — they chose to leave it without your agreement.
• Arrived damaged? The goods are not of satisfactory quality. You can reject them and claim a full refund or a replacement.

What you can demand

1. A redelivery/replacement, or
2. A full refund — including the original delivery charge — if you no longer want the item or it cannot be re-sent.

For damaged goods, report it promptly and keep the packaging and photos.

How to claim

• Contact the retailer (not the courier) in writing, stating the law and what you want.
• Give them a short, clear deadline to put it right.
• If you paid by credit card over £100, you also have a Section 75 claim against your card provider; for debit cards or under £100, ask for a chargeback.

A complaint letter template

Dear [Retailer],

Re: Order [number] — [non-delivery / damaged goods]

I ordered [item] on [date]. [It has not been delivered to me / it arrived damaged
on [date]]. Under the Consumer Rights Act 2015 the goods remained your
responsibility until delivered to me, and I did not authorise [the safe place
used]. The goods must be [of satisfactory quality / actually delivered].

Please [resend the item / issue a full refund including delivery] within 14 days.
If you do not, I will pursue a chargeback or a Section 75 claim through my card
provider.

Yours faithfully,
[Your name and contact details]

Stay focused on one fact: your contract is with the retailer. Once you make that clear in writing, most "speak to the courier" brush-offs disappear.