Understanding Your Rights When Goods Haven’t Arrived
When you order something online, by phone, or through the post in the UK, you have clear rights if your goods don’t arrive as expected. These rights are set out in two main pieces of legislation: the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Your rights under UK consumer law
If a seller accepts your order and takes payment, they are legally required to deliver your goods within the timeframe agreed at the point of sale. If no delivery date was set, the law says the seller must deliver within 30 days. If your item doesn’t arrive in this period, you have the right to ask for a new delivery date or, if you prefer, to cancel your order and get a full refund.
How the law protects you
Consumer Rights Act 2015: This law ensures that goods you buy must be delivered within a reasonable time and must match the description given. If the seller fails to deliver, you can reject the goods and claim a refund.
Consumer Contracts Regulations 2013: These regulations give you extra protections when buying online, by phone, or by mail order. If your goods haven’t arrived, you can cancel the contract and get your money back, even if the item is delayed or lost in transit.
What to do if your goods haven’t arrived
If your item hasn’t been delivered on time, start by contacting the seller to find out what’s happened. It’s a good idea to do this in writing (by email or letter), so you have a record of your communication. If the seller can’t resolve the issue, you can formally request a refund or replacement.
Keep records of your order
Always keep copies of your order confirmation, receipts, and any messages exchanged with the seller. These records will help if you need to prove what was agreed or if you have to escalate your complaint.
Understanding your rights around undelivered goods is just one part of dealing with Problems with Purchased Goods, which can also include faulty or misdescribed items. Knowing your legal protections can help you resolve issues quickly and with confidence.
How Long Should You Wait for Your Order?
When you order something online or by phone, the seller should give you an estimated delivery date. Most sellers provide this information at the checkout or in your order confirmation email. Typical delivery times can vary depending on the item, the seller, and the delivery method you choose. For example, standard delivery within the UK often takes between 3 to 5 working days, but some items may take longer, especially if they’re being shipped from abroad or are made to order.
If the seller has given you a specific delivery date, they are legally obliged to deliver your order by that date. This is set out under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you agreed on a delivery date when you made the purchase, the seller must stick to it unless you both agree to change it.
When no delivery date is specified, the law says your order should arrive within 30 days of the date you made the purchase. This is considered a "reasonable time" under the Consumer Contracts Regulations. For example, if you ordered a book online and the seller only says "delivery in due course" or gives no information at all, you should expect it to arrive within 30 days.
If the seller misses the delivery deadline – either the agreed date or the 30-day limit – you have the right to contact them and request that they deliver the item within an additional, reasonable period. For example, if you needed a birthday gift to arrive by a certain date and it doesn’t, you can give the seller a final deadline. If they still do not deliver, you are entitled to cancel your order and receive a full refund.
It’s important to check the seller’s delivery terms and conditions before making a purchase. These terms should outline how long delivery usually takes, what happens if there are delays, and any exclusions for certain items or locations. Reading these details can help you set realistic expectations and understand your rights if things go wrong.
If your order hasn’t arrived when expected, the first step is to contact the seller. Use email or their online contact form so you have a written record of your communication. Ask for an update on your order and request a new estimated delivery date if necessary. If you don’t get a satisfactory response, you may need to take further steps to resolve the issue, such as requesting a refund or making a formal complaint.
In summary, always check the delivery information before you buy, keep records of your order and any communications with the seller, and know that UK law protects your right to receive goods within a reasonable time – usually 30 days – unless a different date was agreed.
Steps to Take If Your Order Hasn’t Arrived
If your order hasn’t arrived, it’s important to act quickly and follow the right steps to protect your rights. Here’s what you should do:
1. Contact the Seller
Start by reaching out to the seller directly. This could be through email, phone, or their online customer service platform. Politely ask for an update on your order and request a delivery estimate. Sometimes, delays are caused by issues outside the seller’s control, such as postal strikes or supply chain problems, but the seller should still be able to provide you with information.
2. Keep a Record
Always keep a record of your communications with the seller. Save emails, take screenshots of online chats, and note the dates and times of any phone calls. This documentation will be useful if you need to escalate your complaint or prove your case later.
3. Request a Refund or Replacement
If the seller cannot provide the item or fails to give a satisfactory response, you have the right under the Consumer Rights Act 2015 to request a refund or a replacement. The law states that goods must be delivered within the time frame agreed upon at the point of sale, or within 30 days if no time was specified. If your item hasn’t arrived within this period, you can formally ask for your money back or for a replacement item to be sent.
4. How to Formally Request a Refund or Cancellation
To formally request a refund or cancel your order, contact the seller in writing (email is usually best for a clear record). Clearly state that your item has not arrived, mention the date you placed the order, and request a full refund or cancellation. If you paid by credit or debit card, you may also be able to ask your card provider for a chargeback if the seller does not respond.
5. If the Seller Refuses to Respond or Resolve the Issue
If the seller ignores your requests or refuses to resolve the issue, you still have options. You can escalate your complaint, and in some cases, take further action to get your money back. For practical advice on your next steps, including how to get your refund if the company is uncooperative, see What to do if a company won’t refund you in the UK.
By following these steps, you can protect your rights and increase your chances of getting your money back or receiving the item you ordered.
Cancelling Your Order Within the 14-Day Cooling-Off Period
When you buy something online or over the phone, UK law gives you the right to cancel your order within a 14-day “cooling-off” period. This right is set out under the Consumer Contracts Regulations 2013, which protect consumers when buying goods without seeing them in person.
What is the 14-Day Cooling-Off Period?
The 14-day cooling-off period starts the day after you receive your goods. However, if your item hasn’t arrived yet, you can still cancel at any point up until 14 days after you actually receive the order. This means that if your delivery is delayed, you don’t lose your right to cancel just because the item hasn’t turned up.
Cancelling an Order That Hasn’t Arrived
If your order is late or you simply change your mind, you can use your cooling-off rights to cancel. You don’t need to give a reason. To do this, you must notify the seller clearly – this could be by email, letter, or through an online cancellation form if they provide one. Make sure you keep a copy of your cancellation request as proof.
For step-by-step guidance on how to cancel, see How to Cancel a Purchase Within 14-Day Cooling-Off Period.
Exceptions and Conditions
Some items are not covered by the cooling-off period. Common exceptions include:
Personalised or made-to-order items
Perishable goods (like food or flowers)
Sealed goods that can’t be returned for health or hygiene reasons if unsealed
Digital downloads, once you’ve started downloading
Always check the seller’s terms and conditions to see if your item falls into one of these categories.
Getting a Refund
If you cancel within the 14-day period, the seller must refund you the full amount, including standard delivery charges, within 14 days of receiving your cancellation notice or the returned item (if already delivered). If your order hasn’t arrived yet, you shouldn’t be charged return costs, as you haven’t received anything to send back.
Using Your Rights if the Item is Delayed
If your order is delayed and you no longer want it, the cooling-off period gives you a straightforward way to get your money back. You don’t have to wait for the item to arrive before cancelling. Just let the seller know you wish to cancel within the 14-day window after delivery – or earlier if you prefer.
If you need more detailed instructions or want to ensure you follow the correct process, visit How to Cancel a Purchase Within 14-Day Cooling-Off Period for practical steps and advice.
Understanding your cooling-off rights gives you flexibility and confidence when shopping online or by phone, especially if your order is delayed or you change your mind.
Getting a Refund or Replacement for Undelivered Goods
If your order hasn’t arrived within the time promised by the seller – or within 30 days if no specific delivery date was agreed – you have a legal right under the Consumer Rights Act 2015 to a full refund. This applies whether you bought online, by phone, or by mail order. If you still want the item, you can also ask the seller to send a replacement instead of a refund.
Asking for a Refund
If your goods haven’t been delivered on time, you can contact the seller and ask for a full refund. You don’t have to accept store credit or vouchers unless you choose to. The seller must refund you within 14 days of agreeing to give you your money back.
Requesting a Replacement
If you still want the item, you can ask the seller to send a replacement rather than give you a refund. The seller should arrange delivery of the replacement within a reasonable time. If the replacement also doesn’t arrive, or if it arrives damaged or faulty, you are still entitled to a full refund.
What If the Seller Doesn’t Respond?
If the seller does not resolve the issue, you can escalate your complaint. You may also have extra protection if you paid by credit card, debit card, or PayPal. Find out more about Getting your money back if you paid by card or PayPal.
How Refunds Are Made
When you’re owed a refund, the seller must return your money using the same payment method you used to buy the item. For example, if you paid by credit card, the refund should go back to your card. If you used PayPal, the money should be returned to your PayPal account. Refunds should not come in the form of vouchers or store credit unless you specifically agree.
Timeframes for Sellers
By law, sellers must refund you within 14 days of agreeing that you’re due a refund. If you’ve returned goods, the 14-day period starts from when the seller receives them back, or when you provide proof of posting.
If the Replacement Is Faulty or Doesn’t Arrive
If a replacement item is faulty or also fails to arrive, you’re still protected. You can reject the goods and insist on a full refund. The law is clear: you shouldn’t be left out of pocket if the seller can’t provide what you paid for.
If you need more detailed guidance on the process of getting your money back when you paid by card or PayPal, see Getting your money back if you paid by card or PayPal.
What to Do If the Seller Stops Trading or Goes Out of Business
What to Do If the Seller Stops Trading or Goes Out of Business
If the company you ordered from has stopped trading or gone out of business before delivering your item, it can be especially worrying. In these situations, your rights and the options available to you may change, so it’s important to act quickly.
How Your Rights Are Affected
When a seller goes out of business, they may no longer be able to fulfil orders or process refunds. This does not mean your rights disappear, but claiming your money back can be more complicated. If a company enters administration or liquidation, your order becomes one of the company’s debts. You will be considered a “creditor” and may need to join a list of others owed money.
The legal framework covering these situations is set out in the Insolvency Act 1986, which governs how insolvent businesses are managed and how creditors are treated.
Steps to Take If the Company Is No Longer Trading
Check the Company’s Status:
Confirm whether the company is truly out of business or just experiencing delays. Look for official statements on their website or social media, or check Companies House for insolvency notices.Contact the Insolvency Practitioner:
If the company is in administration or liquidation, an insolvency practitioner (IP) will be appointed to manage the process. The IP’s contact details should be available on the company’s website or through Companies House. You can register as a creditor by providing details of your order and how much you are owed.Submit a Claim:
Follow the instructions provided by the insolvency practitioner to submit your claim. Be aware that, in most cases, customers are “unsecured creditors” and may only receive a small portion of what they are owed, if anything.
For a step-by-step guide on what to do next, see If a company stops trading or goes out of business.
How to Claim Your Money Back
If the company cannot fulfil your order, you may be able to recover your money through other means:
Credit Card Purchases:
If you paid £100 or more with a credit card (even if only part of the payment was on credit), you may be protected under Section 75 of the Consumer Credit Act 1974. This means you can claim a refund directly from your card provider.Debit Card or Smaller Payments:
For debit card payments, or credit card purchases under £100, you can ask your bank to start a “chargeback” process. This isn’t a legal right but many banks offer it as a customer protection measure.PayPal or Other Payment Services:
If you paid via PayPal or another payment service, check their buyer protection schemes. You may be able to open a dispute and request a refund.
Why Acting Quickly Matters
When a business becomes insolvent, the chances of getting your money back can decrease over time. There may be strict deadlines for submitting claims to the insolvency practitioner or for starting a chargeback or Section 75 claim. Acting quickly improves your chances of recovery.
Further Information
For more detailed advice on your next steps and how insolvency is handled under UK law, visit If a company stops trading or goes out of business or refer to the Insolvency Act 1986 for the full legal background.
Dealing with Lost or Misdelivered Parcels
If your parcel hasn’t arrived because it’s been lost or delivered to the wrong address, it’s important to act quickly to protect your rights. Under UK law, the seller is responsible for ensuring your order reaches you, even if they use a courier or delivery service like DPD.
Check Tracking and Delivery Confirmation
Start by checking the tracking information provided by the seller or courier. Most delivery services offer online tracking, so you can see the status of your parcel and whether it’s marked as delivered. Look for details such as the delivery address, time, and recipient’s name or signature. Sometimes, couriers provide a photo as proof of delivery.
If tracking shows your parcel as delivered but you haven’t received it, check with neighbours or your building’s reception in case it was left with someone else by mistake. Also, look for any “missed delivery” cards that may have been posted through your letterbox.
What to Do If Your Parcel Is Lost or Misdelivered
If you believe your parcel was delivered to the wrong address or is lost in transit, contact the seller as soon as possible. Explain the situation clearly and provide any relevant details from the tracking information. The seller should investigate the issue with the courier and arrange a replacement or refund if your order can’t be found.
If you know the courier involved, such as DPD, you may also want to check their process for misdelivered parcels. For specific advice on what to do if your parcel was DPD delivered to the wrong address, follow the recommended steps to report the issue and help recover your order.
Your Rights When Using Delivery Services
Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations, you are entitled to receive your goods within the time frame agreed with the seller. If no delivery date was set, the law says the seller must deliver within 30 days. If your parcel is lost or delivered to the wrong address, the seller – not the courier – is responsible for resolving the problem.
You have the right to request a full refund or a replacement if your order doesn’t arrive. The seller cannot ask you to sort out the issue directly with the courier unless you arranged the delivery yourself.
Steps to Resolve Delivery Issues
Contact the Seller: Report the problem as soon as you notice it. Provide your order details and any tracking information.
Follow Up in Writing: If possible, email the seller so you have a record of your communication.
Ask for a Resolution: Request a replacement item or a refund, depending on your preference.
Keep Evidence: Save all correspondence, tracking screenshots, and delivery confirmation as proof.
Escalate if Needed: If the seller does not resolve the issue, you may be able to escalate your complaint through your payment provider or seek further advice.
Report Problems Promptly
It’s important to report lost or misdelivered parcels as soon as possible. Delays can make it harder to track down your item or prove your claim, and some sellers or couriers may have time limits for reporting issues.
By acting quickly and knowing your rights, you can increase the chances of a speedy resolution and ensure you are not left out of pocket if your order goes missing.
Recognising and Avoiding Scams When Your Order Doesn’t Arrive
When an item you’ve ordered doesn’t arrive, it’s natural to worry about whether you’ve been scammed. While delays can happen for legitimate reasons, some undelivered orders are the result of fraudulent sellers or counterfeit goods. Recognising the warning signs early and knowing how to protect yourself can help you avoid scams and take action if you’ve been targeted.
Common Signs of a Scam
Be alert to the following red flags that may suggest your undelivered order is part of a scam:
Unusually low prices: If the deal seems too good to be true, it often is. Scammers may lure you in with prices well below market value.
Lack of contact information: Genuine businesses provide clear contact details, including a physical address and customer service phone number.
Poor website quality: Look out for spelling mistakes, generic product descriptions, or websites that appear hastily put together.
Pressure to pay by bank transfer: Legitimate sellers usually offer secure payment methods. Scammers may insist on direct bank transfers, which are hard to trace or reverse.
No order confirmation or tracking details: Reliable sellers send confirmation emails and tracking information for your delivery.
For more guidance on identifying scams and protecting yourself, see Spotting and avoiding scams: expert tips.
Spotting Fake or Counterfeit Goods and Sellers
Counterfeit goods are often advertised as genuine but turn out to be fake or of poor quality. Warning signs include:
Suspiciously cheap branded items: Well-known brands rarely offer dramatic discounts through unofficial channels.
Unusual packaging or missing branding: Authentic products usually have high-quality packaging and clear branding.
Sellers with little or no online presence: Check for reviews and feedback. A lack of customer history can be a red flag.
If you suspect you’ve received counterfeit goods or have been scammed, you can report fake or counterfeit goods to help protect others.
Tips for Safe Online Shopping
To reduce your risk of falling victim to scams:
Buy from reputable sellers: Stick to well-known retailers or trusted online marketplaces.
Check reviews and ratings: Look for consistent positive feedback from previous customers.
Use secure payment methods: Credit cards and payment services like PayPal offer more protection if something goes wrong.
Keep records: Save your order confirmation, receipts, and any correspondence with the seller.
For more ways to protect yourself, visit Spotting and avoiding scams: expert tips.
What to Do if You Suspect a Scam
If you think you’ve been scammed, act quickly:
Contact the seller: Try to resolve the issue directly. Keep a record of your communication.
Contact your bank or payment provider: You may be able to reverse the payment or get a refund, especially if you used a credit card.
Report the incident: If you suspect counterfeit goods or a fraudulent seller, report fake or counterfeit goods.
Protecting Your Personal Information
Scammers may also try to steal your personal or financial details. Protect yourself by:
Never sharing passwords or PINs with anyone.
Being wary of unsolicited emails or calls asking for personal information.
Using strong, unique passwords for your online accounts.
Staying vigilant and knowing what to look for can help you shop safely and take action if something goes wrong. If you want more advice on staying safe, see Spotting and avoiding scams: expert tips.
Further Consumer Rights and Related Issues
When an item you’ve ordered finally arrives, there can still be issues – such as the goods being faulty, damaged, or not as described. UK consumer law offers you a range of protections in these scenarios, in addition to your rights around non-delivery. Here’s what you should know about your further consumer rights and related issues:
If the Item Arrives Faulty or Damaged
Even if your item was delayed, you still have the right to expect it in good condition and as described. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as advertised. If your item arrives faulty or damaged, you may be entitled to a repair, replacement, or refund. Learn more about your options by visiting Returns and Refunds for Faulty Goods.
Claiming Compensation for Damage Caused by a Product
If the item you ordered causes damage after delivery – such as a faulty electrical appliance damaging your home – you may be able to claim compensation. This is covered under the Consumer Protection Act 1987, which holds producers and, in some cases, sellers liable for damage caused by defective products. For step-by-step guidance, see Claim compensation if an item or product causes damage.
Using Warranties or Guarantees
Many products come with a manufacturer’s warranty or guarantee, which can offer extra protection if your item is faulty. Even if the seller’s return period has ended, you might still be able to claim using a warranty or guarantee. Always check the terms provided with your product and keep any relevant paperwork or receipts.
If You Bought a Mis-Priced Item
Sometimes, you might discover that you’ve bought an item at the wrong price. Your rights in these situations can be complex and depend on whether a contract was formed at the time of purchase. For detailed advice on what to do next, visit If you bought a mis-priced item.
If You Suspect the Goods Are Stolen
If you receive goods and later suspect they may be stolen, you have specific rights and responsibilities. It’s important to act quickly and follow the correct process. For further information, see If you think you’ve bought stolen goods.
How These Issues Relate to Undelivered Goods
Problems like faulty, damaged, mis-priced, or stolen goods are separate from delivery issues but are all covered by UK consumer protection laws. If your item hasn’t arrived at all, you’re usually entitled to a refund or replacement from the seller. However, if the goods do arrive and then turn out to have other issues, you have further rights to seek redress. Always keep records of your order, delivery attempts, and any communication with the seller to help support your case.
By understanding your rights in these different scenarios, you can take confident steps to resolve problems with your order – whether it’s late, faulty, or not as expected. If you need more detailed guidance, explore the links above for specific situations and next steps.
Additional Resources and Related Topics
If your order hasn’t arrived, you may find it helpful to explore other areas of consumer rights that deal with similar issues. Below are some related topics and resources to guide you further, whether you’re dealing with undelivered goods, incomplete services, or problems with financial products.
Problems with Paid Services
If you’ve paid for a service – such as cleaning, repairs, or installation – but the work hasn’t been completed or wasn’t done to an acceptable standard, your rights are protected under the Consumer Rights Act 2015. You may be entitled to a repeat service, a price reduction, or even a full refund depending on the situation. For more detailed guidance on how to handle these disputes, visit Paid service not completed.
Issues with Event Tickets
Delivery problems aren’t limited to physical goods. If you’ve bought tickets for a concert, festival, or sporting event and they haven’t arrived, you have similar rights to a refund or replacement. The rules around ticket sales can be complex, especially if you purchased through a resale platform or third party. To understand your rights and the steps you can take, see Events and tickets.
Cancelling Insurance Policies and Cooling-Off Periods
Many purchases, including insurance policies, come with a statutory cooling-off period – usually 14 days – during which you can cancel for any reason and get a full refund. This is set out in the Consumer Contracts Regulations 2013 and the Insurance Conduct of Business rules. If you’re considering cancelling an insurance policy or want to know more about your rights to change your mind, read Cancelling an insurance policy.
Financial Products and Mis-Sold Mortgages
Consumer protection laws also cover financial products. If you believe you were given poor advice or weren’t made aware of important information when taking out a mortgage, you could have been mis-sold the product. This can entitle you to compensation or even to have the mortgage agreement reviewed. For in-depth information about your rights and possible remedies, see Mis-Sold Mortgage in the UK: Your Guide to Rights & Remedies.
Understanding your consumer rights can help you resolve a wide range of issues, from undelivered goods to incomplete services and financial disputes. If you’re facing a specific problem, exploring these related topics can give you the information and confidence you need to take the next steps.
